{"@context":"http://iiif.io/api/presentation/3/context.json","id":"https://lyrasis.aviaryplatform.com/iiif/pc2t43m07s/manifest","type":"Manifest","label":{"en":["Essentials for New Managers: A Guide to Communicating with Confidence"]},"logo":"https://d9jk7wjtjpu5g.cloudfront.net/organizations/logo_images/000/000/166/original/LYRASIS_Learning.png?1631557479","metadata":[{"label":{"en":["Instructor"]},"value":{"en":["Tiffany Duck"]}},{"label":{"en":["Description"]},"value":{"en":["\u003cp\u003eEffective communication is one of the cornerstones of great leadership. As a new manager, learning how to communicate clearly and confidently can set you and your team up for success. In this interactive webinar we will explore essential communication strategies tailored to first-time managers, including how to provide constructive feedback, navigate tough conversations, and foster collaboration within your team. Join us to unlock the skills you need to lead with impact and confidence.\u003c/p\u003e\r\n\u003cp\u003eLearning Outcomes\u003c/p\u003e\r\n\u003cp\u003eBy the end of this class, students will be able to:\u003c/p\u003e\r\n\u003cp\u003eDescribe how to convey expectations and engage in active listening to foster open and productive dialogue with their team.\u003cbr\u003eDiscuss strategies and tips to provide staff with constructive feedback\u003cbr\u003eResolve misunderstandings with professionalism and empathy\u003cbr\u003eExplore effective communication strategies\u003c/p\u003e"]}},{"label":{"en":["Date"]},"value":{"en":["2025-04-09"]}},{"label":{"en":["Language"]},"value":{"en":["English"]}}],"summary":{"en":["\u003cp\u003eEffective communication is one of the cornerstones of great leadership. As a new manager, learning how to communicate clearly and confidently can set you and your team up for success. In this interactive webinar we will explore essential communication strategies tailored to first-time managers, including how to provide constructive feedback, navigate tough conversations, and foster collaboration within your team. Join us to unlock the skills you need to lead with impact and confidence.\u003c/p\u003e\r\n\u003cp\u003eLearning Outcomes\u003c/p\u003e\r\n\u003cp\u003eBy the end of this class, students will be able to:\u003c/p\u003e\r\n\u003cp\u003eDescribe how to convey expectations and engage in active listening to foster open and productive dialogue with their team.\u003cbr /\u003eDiscuss strategies and tips to provide staff with constructive feedback\u003cbr /\u003eResolve misunderstandings with professionalism and empathy\u003cbr /\u003eExplore effective communication strategies\u003c/p\u003e"]},"provider":[{"id":"https://lyrasis.aviaryplatform.com/aboutus","type":"Agent","label":{"en":["LYRASIS"]},"homepage":[{"id":"https://lyrasis.aviaryplatform.com/","type":"Text","label":{"en":["LYRASIS"]},"format":"text/html"}],"logo":[{"id":"https://d9jk7wjtjpu5g.cloudfront.net/organizations/logo_images/000/000/166/original/LYRASIS_Learning.png?1631557479","type":"Image"}]}],"thumbnail":[{"id":"https://d9jk7wjtjpu5g.cloudfront.net/collection_resource_files/thumbnails/000/269/809/small/GMT20250409-180009_Recording_1920x1080.mp4_1744287018.jpg?1744287019","type":"Image","format":"image/jpeg"}],"items":[{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809","type":"Canvas","label":{"en":["Media File 1 of 1 - GMT20250409-180009_Recording_1920x1080.mp4"]},"duration":3626.92,"width":640,"height":360,"thumbnail":[{"id":"https://d9jk7wjtjpu5g.cloudfront.net/collection_resource_files/thumbnails/000/269/809/small/GMT20250409-180009_Recording_1920x1080.mp4_1744287018.jpg?1744287019","type":"Image","format":"image/jpeg"}],"items":[{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/content/1","type":"AnnotationPage","items":[{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/content/1/annotation/1","type":"Annotation","motivation":"painting","body":{"id":"https://aviary-p-lyrasis.s3.wasabisys.com/collection_resource_files/resource_files/000/269/809/original/GMT20250409-180009_Recording_1920x1080.mp4?1744287017","type":"Video","format":"video/mp4","duration":3626.92,"width":640,"height":360},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809","metadata":[]}]}],"annotations":[{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396","type":"AnnotationPage","label":{"en":["Transcript [Transcript]"]},"items":[{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/1","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You want to start the recording, Shania? So hello everyone and welcome to today's Lyricist learning webinar a guide to communicating with Confidence, part of our Essentials for New Managers series.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=0.0,12.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/2","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"My name is Sam Eddington. I am the program leader for Lyricist Learning.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=12.0,16.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/3","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And I'm excited to welcome you out to our program today.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=16.0,20.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/4","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"A couple of logistical notes before we begin. We are recording this.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=20.0,25.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/5","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We will, within the next couple of days, send you a follow-up email It will contain a link to the recording.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=25.0,32.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/6","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It will contain the slides. It will also contain a link to an evaluation survey.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=32.0,38.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/7","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"If you complete that survey, then at the end of the month, we will send you a certificate of attendance slash participation, which you can use if you have professional development needs that require it.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=38.0,49.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/8","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We are really fortunate to have with us Shania today. She has just put her information there in the chat.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=49.0,56.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/9","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"She is our tech support. She's fabulous. If you experience any technical difficulties at all, please either contact her by messaging her directly in the webinar chat or by telephoning her at the number she's provided and she'll get you back on track and running as quickly as possible.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=56.0,75.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/10","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I think that's it for the logistical things. So please allow me to introduce our presenter for today.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=75.0,82.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/11","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We are really lucky we have with us Tiffany Duck, who is a consultant and owner of Lit Dext LLC.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=82.0,89.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/12","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"A literacy and information services company. She has 13 years of experience as a public library manager in various types of library systems.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=89.0,98.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/13","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"As an executive team member, she built long-lasting relationships with community ambassadors and partners and helped to develop spaces that reflected community needs.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=98.0,107.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/14","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"She facilitated many innovative and diverse initiatives that expanded the library's reach into the community.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=107.0,113.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/15","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"She is an adjunct instructor in the library and information science programs at the University of North Carolina Greensboro and the University of Alabama.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=113.0,121.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/16","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Please join me in welcoming Tiffany.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=121.0,127.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/17","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"All right. Thank you so much. And hello, everyone. I'm really happy to be with you here today. Welcome to the second webinar, as you said, in our Essentials for New Manager series.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=127.0,137.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/18","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Today, we'll be talking about communicating with confidence. And obviously in one hour, we can't cover everything there is to know about communication and building confidence when you're communicating with staff. But I do have some tips and things to share with you all.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=137.0,153.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/19","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And some scenarios to go over. To start that process. So as he said, I am Tiffany Duck. I am a librarian and now consultant. I've worked in libraries For many, many years. I started out in the academic library side of the house.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=153.0,170.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/20","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Got the opportunity to do a public library program, loved it, switched over to the public library. And then I was in public library management.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=170.0,178.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/21","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Ever since. And so today we have to, you know, our objectives that we're going to cover for today We're going to learn how to convey expectations and engage in active listening to foster open and productive dialogue with our teams. We're going to discuss some strategies and tips to provide staff with feedback.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=178.0,199.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/22","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We're going to talk about those misunderstandings and how to resolve those well.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=199.0,205.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/23","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And then explore some effective communication strategies. And so basically we're going to talk about things that you can do as a manager to help yourself communicate more confidently with your staff. And so to warm us up here.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=205.0,220.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/24","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We're going to start off with a quick discussion. And so what's one type of communication moment that makes your palms sweat as a manager?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=220.0,228.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/25","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"What's one thing that you might have to communicate that you're nervous about, worried about, or That kind of causes a little stress for you.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=228.0,238.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/26","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I'm just thinking about it. So I'll pause for a second to give you an opportunity to post in the chat.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=238.0,265.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/27","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Mistakes or, you know, corrections, some of that feedback Performance evaluations.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=265.0,273.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/28","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Can be anyone else?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=273.0,277.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/29","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Okay, once again, providing feedback and corrections. And for me, mine, and I've had to do this unfortunately a couple of times.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=277.0,288.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/30","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Is… communicating when you may have to fire someone Or, and this has also happened during the pandemic.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=288.0,299.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/31","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Having to, you know, when you have to let staff go for other reasons, right? Not due to behavior or maybe the job things aren't going so well and the job has to lay people off and you're the person that has to communicate that with people.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=299.0,312.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/32","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I've had to do that twice and it's not. It's just not a fun conversation to have either way.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=312.0,318.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/33","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"All right, so that feedback is a sticking point for most of us.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=318.0,324.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/34","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Okay, so let's dive in. So why confident communication matters as a manager, right? It's very important and leadership when building trust with the team.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=324.0,334.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/35","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Believe it or not, there are consequences, right? If you have a team or department, whether big or small.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=334.0,340.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/36","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"For not communicating when needed, like over communicating or, you know, not giving enough information.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=340.0,348.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/37","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"There are consequences that can really make or break your team environment and your culture, and then it will affect the working environment.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=348.0,358.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/38","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so having confidence in your communication skills can really help you have effective, difficult conversations, which we're scheduled to talk about next time.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=358.0,367.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/39","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And it's also, you know, the main thing that could really help you lead a team effectively. And so it's really important to work on those communication skills and have confidence in your abilities to communicate what's needed.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=367.0,385.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/40","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And the approach and the way to do that. It's also important to remember that confidence is a skill, right? It's not necessarily a personality trait. So that means it can be worked on. So if you're not confident in your communication skills right now or you weren't before, it's something that you actually can practice and you actually can","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=385.0,404.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/41","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You know, add tools and support and frameworks to your arsenal to help you do that a little better.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=404.0,412.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/42","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Moving forward. And so what does confident communication look like for a manager, right? It's a manager who communicates with clarity.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=412.0,420.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/43","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Consistency and authenticity. Confident communication isn't about being the loudest in the room, although sometimes I know I've come across just in different organizations that I'm in have come across people that they do, right? They come in the room with kind of a louder stance.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=420.0,438.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/44","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And it kind of appears, right, that they are more confident or that they are confident. But I found oftentimes when it is time to time kind of move the needle forward when it is time to address things, as some of you mentioned in the chat, when it is time to really move organization forward.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=438.0,459.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/45","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"That's not really necessarily the skill that's going to help you, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=459.0,465.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/46","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's about being clear. It's about being consistent and credible and creating a space where your team knows that they're being heard.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=465.0,474.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/47","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And sometimes that takes balance and sometimes that takes preparation, right? And that's how you really get a team of people working well together and efficient and really able to motivate, right? When we're moving over to the leadership side of the house, that's how you're really able to motivate a team","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=474.0,491.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/48","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"To move forward.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=491.0,495.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/49","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So in doing that, providing that clarity and things, it's intentional, right? Not impulsive communication. So you are typically aware of what you're saying and why. And this is where I'm saying preparation is typically needed, right? Before you communicate something, whether it's a change.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=495.0,514.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/50","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Whether it's just new information, you know, I think some managers think about it a little bit too much. I had a director in the past when I was part of executive team, I had a director and she thought about it way too much.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=514.0,527.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/51","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I mean, it was nice that she really took a lot of time and attention on the back end to really think about how she was going to communicate something.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=527.0,535.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/52","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So I'm not saying that you have to spend that amount of time on it, but it is important to take a pause And I think about… how this information will be received that will just help you. It should help you convey the information a little bit better if you do take that time, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=535.0,553.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/53","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And determine whether your plan for communicating the information needs to be altered in a way.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=553.0,560.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/54","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Like sometimes if information might be challenging, as some of you put, you might need to have a one-on-one or a meeting or have an in-person arrangement rather than sending something through an email, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=560.0,575.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/55","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I know a lot of us like to say this could have been an email. People say that all the time nowadays. And a lot of times I agree, right, for our meetings. But there are some things that are just best done face to face, even if it's a Zoom like we're having now.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=575.0,589.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/56","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And you need to kind of be aware of that and triage what sorts of things need to be in person versus what sort of things can be a chat versus what sort of things can be an email.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=589.0,601.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/57","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"A calm and steady tone conveys your posture, right? So you want to be aware of how stress may show in your face.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=601.0,610.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/58","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Or you want to nod and engage right in a conversation and make sure that the staff are aware that you're listening and that you are engaged in the conversation. And so facial expressions.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=610.0,624.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/59","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Can be huge. And I know I'm the worst at this. I've literally had people text me during a meeting And text me, fix your face, right? So when you know that and that's you.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=624.0,636.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/60","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You have to make some adjustments, right? If you're the manager now, because you don't want to make things seem more stressful And then they are right and appear more worried than you need to be if it's not a huge deal.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=636.0,652.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/61","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And then vice versa, if things are a little bit more serious, you want that to come across as well. So you need to be aware of your tone, of your posture.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=652.0,663.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/62","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"When you are communicating. Right. And then also a lot of times you may think you're being clear, but your tone or your posture could be sending a different signal. And so that's why it's important that if you do get that type of feedback.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=663.0,678.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/63","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You don't want to just dismiss it, right? You do want to take it seriously because if other people are communicating that with you, then there is a good chance that you might think that your facial expressions aren't really that big of a deal.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=678.0,691.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/64","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But to other people, they might be coming off a different way. And not only that, but your tone as well. When you're communicating something, if you seem really agitated about it or if you seem like you didn't agree or if you seem like it's","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=691.0,708.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/65","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Emergency or urgent. Then that can be taken a different way. And I'll give you an example. We had a situation at the library. It was a pretty big situation. It got out of hand.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=708.0,720.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/66","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"With the police, right? But when I had my meeting with the police chief and he shared shared the… the call right to the to the police what was not a emergency, an emergency turned into an emergency.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=720.0,736.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/67","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"How the person made the call, right? They were almost as if they were out of breath. They were talking really fast as if there was literally emergency. So if I was the police.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=736.0,748.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/68","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I would have come in like they did too. Right. And so that really opened my eyes to the police chief was like, well, listen to this call and you tell me if you thought this was an emergency. And in talking to the staff and the managers.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=748.0,761.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/69","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"On the other end, I said, well, that definitely sounds like an emergency to me, right? And so we do have to be mindful as managers because you really set the tone, right? You set the tone. And so you do have to be mindful of your your tone, your posture, your urgency, or the lack thereof when you are communicating.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=761.0,779.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/70","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so listening, you don't want to underestimate the power of listening and communication. When communicating information, especially a change.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=779.0,787.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/71","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Something challenging like feedback. People do have the right to be upset, right? I know sometimes that is our fear. A lot of us, we don't want things to blow up. We don't want people to walk away and then they're upset. We're thinking that might affect the workplace in a certain way and it might temporarily, right? It might.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=787.0,807.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/72","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But staff do have the right to be upset or have feelings. And if you look at some change management models.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=807.0,816.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/73","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Grief is one of the steps, right? Because once you tell someone something, you're changing something, you're giving some feedback.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=816.0,823.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/74","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Sometimes people have the right to feel the way they would like to feel in that moment. And we got to give them the space to do that, right? So some of the expectations we have about how this should go may not be","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=823.0,838.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/75","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Not necessarily valid, but may not be realistic, right? When you're talking about dealing with other people.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=838.0,844.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/76","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so we just have to handle it and give people the space, as I said, to feel how they want to feel and then provide a way forward because ultimately that's our goal as the manager, right? To find a solution and a way forward.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=844.0,858.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/77","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And listening may help because sometimes people just want to be heard right in different situations. They want to be heard. Sometimes they feel like maybe they have a different perspective, a different understanding.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=858.0,869.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/78","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Or, you know, just from their perspectives, things might have went a different way. And so as managers, we do have to work on that active listening piece, which is pretty challenging nowadays. I know for me, even in a one-on-one, I have to Shut down my computer. I have to turn down my phone because the emails, the chats, you know, they're coming in and very easily I can just look at a chat and then…","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=869.0,891.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/79","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You know, get distracted by what challenge we need to talk about next, right? So you have to be mindful of that as well.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=891.0,901.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/80","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so it's important to remember the manager sets the tone. So if your team is, you know.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=901.0,909.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/81","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Not communicating together. Well, if you're feeling like people aren't really bringing things to you or you feel like people are going above your head or those sorts of things, you might want to look at what type of tone you're setting with that team, right? I was in another management group about two weeks ago","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=909.0,928.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/82","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And one of the managers said that, you know, managers have to realize that when you become a manager, communication is different and you need to set some communication boundaries and set yourself apart a little bit, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=928.0,939.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/83","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And he's right, right? He's right in that you actually need to start paying attention to what you say for a variety of reasons. People can take your message and take your take your message too seriously. If you like saying something in passing, miscommunications can happen and vice versa. So even if you're sending a short email.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=939.0,960.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/84","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Right. Where I've done this and I've had to tighten up a little bit. You know, that can be taken all sorts of ways. So you want to be mindful right with just the, you know.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=960.0,973.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/85","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Sarcastic communication sometimes, you know, everybody's thinking differently nowadays and you don't want to um mislead people either. And so even an offhanded comment can can either build confidence sometimes or it can create confusion when you're the manager, right? People just view what you say differently.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=973.0,994.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/86","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so just a good example, I had a director who just happened to mention one night during a shift that at the library was really doing our job, we would help people, we would take people home.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=994.0,1006.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/87","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You know, just happen to mention it, you know, wasn't really that big of a deal or so he thought And two of the part-time staff members, the newer members heard that and they literally drove one of the patrons home that night.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1006.0,1022.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/88","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And unfortunately, the patron, there was a lot to it. It was a patron, one of the adults um with disabilities and their caregiver didn't come back to the library. So the staff thought they were doing the right thing. They took the patron home.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1022.0,1037.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/89","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You know, police showed up, they were looking for them. It was a big, big deal. But it was just because the director had said in passing that libraries, we could do all that we could do, just, you know, little motivational comment.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1037.0,1049.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/90","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And it was, you know, really taken seriously, very, very seriously. And so we want to avoid that type of miscommunication and You know, because As a manager, sometimes what you say does have weight and people feel like there might be consequences. And when I sat down to talk to those staff members, that's what they said, right? They thought maybe they might lose their job if they didn't take the person home. The library was getting ready to close. They thought they were taking initiative.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1049.0,1078.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/91","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so you want to be mindful of what you say.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1078.0,1082.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/92","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"In all aspects of the game. You want to take this a step further and train your supervisors to do that as well.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1082.0,1089.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/93","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Because they can be a vital piece of the communication chain that can help with communication in the workplace.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1089.0,1095.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/94","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Or they can hurt with communication in the workplace. And so you have to be mindful of that too and constantly coach. And I had a situation where, and this really blew, this was very stressful for about 48 hours where a patron came up to the desk and told the supervisor just happened to be working the desk and told the supervisor that the library had bed bugs, that they had","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1095.0,1118.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/95","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"They had bed bugs and they knew they got it from the library, right? That was the only place they could have got it from. And they told the supervisor where they were sitting.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1118.0,1125.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/96","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Well, the supervisor communicates it to the manager on duty. You know, gets the director involved and the director is by the city manager, not to say anything because we're going to send the people in, the professionals to actually do the assessment and see if there's an issue. Nobody else has complained. We haven't seen anything.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1125.0,1145.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/97","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And told the supervisor and the manager not to say anything because we don't actually know if there is a problem yet, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1145.0,1152.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/98","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And of course, supervisor tells her colleague they're sitting there with the desk with.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1152.0,1158.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/99","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Et cetera, et cetera. Things spread. And before you know it, between the hours of 3 p.m. And 5 p.m, there is a big to do at the library. Staff of all levels are complaining that administration doesn't care about them. They're not","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1158.0,1175.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/100","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Being clear with us, you know, and things like that. And it just really, really, really blew up. And to long story short.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1175.0,1183.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/101","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"According to the professionals, there were no bite bucks. They didn't see anything or any evidence of bed bugs. And so what hopefully could have been, you know, contained really, really blew up and caused a lot of feelings and stress and anxiety.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1183.0,1198.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/102","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Because one of the supervisors basically told some of the staff that we did have a problem.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1198.0,1206.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/103","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"When we actually did not. And so we want to be mindful, as I said, about the communication we want to be clear and think about when we're communicating and how we're communicating and what we're communicating, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1206.0,1221.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/104","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And if you're consistently calm, clear, and approachable, it will encourage your staff, hopefully, and especially your supervisors.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1221.0,1228.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/105","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"To do the same thing. And so we also want to be careful not to over communicate as managers. Sometimes managers communicate things that we shouldn't. And this type of communication can really damage that trust And in a lot of cases, you would need to work really hard to get it back.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1228.0,1245.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/106","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And I usually tell people this when working with teenagers, right? When you're working with teenagers, once you kind of get on the teenager's bad side, it's really hard, right, to overturn that a little bit. And we find that at libraries too. And so you don't want to be the new manager that comes in and you overshare and over communicate and you find yourself in that situation where you might not even know it, but people don't feel comfortable bringing things to you.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1245.0,1273.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/107","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Because they might feel like you're not going to handle it well. People don't feel comfortable bringing things to your attention or sharing even personal things with you because they feel like you're not going to handle it well as a manager. And this can be","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1273.0,1286.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/108","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Premature information that has not been fully decided or fully announced. Sometimes when you're in a management team, you know, we're talking about something that maybe we are trying to make a decision or we're discussing it, but it hasn't been fully decided or it hasn't been announced and it's the managers or the supervisors","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1286.0,1303.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/109","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Who then go tell their friend or staff member and then it's already spreading around the workplace when we don't really actually have a final decision about it.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1303.0,1311.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/110","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You need to be careful about those types of things, right? Staff, personal information.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1311.0,1317.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/111","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Major changes that affect certain staff who are unaware. This just happened to my friend where they were making a big departmental change and my friend was going to get another department, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1317.0,1329.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/112","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Not fun. Nobody wants to start over. Well, the director told one of the other managers And they told their staff And no, my friend was just unaware. So then you have people and staff coming to them saying, oh yeah, we heard that Youth Services is moving under you. And you're like, wait, what? You have no idea.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1329.0,1349.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/113","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's a real trust breaker, right? Those types of things. So you really want to be careful about how you're communicating and, you know, who you're talking to when you're on the management side of the house. And then, of course, medical or performance","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1349.0,1363.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/114","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Information, right? When people have, they have to communicate with you sometimes medical procedures, different things going on And performance information, obviously, because you would be the person that knows. You don't want to then you know, take that someone else and then that gets back with which I've also had that happen a couple of times with","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1363.0,1385.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/115","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"A few people and they were very upset, right? Because some of that stuff is supposed to be confidential and that would be under your care as the manager.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1385.0,1393.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/116","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so on a scale from one to five, how confident do you all feel in communicating expectations or giving feedback? And some of you have already Post it in the chat. And what's one thing you think you do well in that and one area where you would like to grow?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1393.0,1409.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/117","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"When giving feedback and I'll pause for a second right here.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1409.0,1439.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/118","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Okay, so maybe a three. It's good. Definitely a good start like good explaining the rationale behind decision I feel like being direct about something being unacceptable is much less comfortable, probably for most people.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1464.0,1479.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/119","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Definitely for most people.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1479.0,1486.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/120","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Need to be more direct.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1486.0,1492.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/121","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Yeah, I will say thank you so much for chiming in.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1492.0,1496.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/122","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I think it's Katie, I will say, I tell my husband that a lot. It's like.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1496.0,1500.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/123","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I think he sugarcoats so much that I think the actual intention or the clarity of what he's actually trying to convey gets a little lost to where I don't think the person actually got it because I think he just does, he works so hard.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1500.0,1515.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/124","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"To sweeten it up for a good reason though, right? You want people to You don't want to really, you know, your intention is not to harm people or, you know, make people feel bad necessarily. You're trying to get the meat of the situation. And so we're going to talk about that in just a second. And so conveying expectations, right? One, clarity, which is kind of what we're talking about, is kind, right? It's a new thing. People are saying it a lot now. Clarity is con because people are thinking so differently in the workplace nowadays.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1515.0,1543.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/125","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You want to be as clear as possible. While being nice.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1543.0,1550.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/126","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Context does matter though when you're conveying expectations. And then you want to practice active listening, right? We don't want to just talk and talk and communicate. We want to listen to what people have to say as well. And that might help you in providing that feedback.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1550.0,1569.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/127","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so the first thing you want to pay attention to when you're conveying expectations is clarity. One of the most common breakdowns in teams comes from unclear or assumed expectations.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1569.0,1579.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/128","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And when managers are vague, sometimes it creates confusion, anxiety, and missed targets.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1579.0,1584.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/129","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so one way to do this is you can use the SMART framework. And a lot of you, you're probably familiar if you've done evaluations, at least when I was coming along, they were teaching everybody to use the SMART framework, right? And that's when you, and typically we use it when we're talking about goals.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1584.0,1599.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/130","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"That's when you're developing goals that are specific, measurable. Achievable, relevant, and looking at time, right? And so you can use that same kind of framework or something different to give feedback.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1599.0,1614.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/131","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Right. So you don't want to assume your team knows what success looks like, right? You want to spell it out.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1614.0,1620.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/132","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"In a way that leaves no room for guesswork, especially if you're talking about expectations.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1620.0,1625.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/133","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Now, that's only if there is something that you need from staff that you're very particular about, right? Of course, if it's something, you know, if you don't want to be, because, you know, everybody's talking about micromanagement nowadays. And so if you don't want to be viewed as a micromanager.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1625.0,1641.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/134","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Then you can, I always say, pick one or two things that you feel very strongly about or that, you know, you really care about and literally communicate that you might micromanage those two things or you might work very closely with the staff on those two things.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1641.0,1656.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/135","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But the other items that you're looking for, unless they're very high stakes.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1656.0,1659.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/136","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Or the staff output will cause problems, you'll need to give staff a little grace and leeway in how they're doing those. But either way, you want to be as clear as possible and anticipate some of the staff's questions in your communication so that you can answer them upfront, right? And I've had to work on this myself, right? I noticed","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1659.0,1677.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/137","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"As a professor when you're giving out assignments, right? If a lot of students are asking questions about the assignment, then I may need to take a look at that assignment and see where I was maybe unclear or maybe use language that wasn't that's not coming across, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1677.0,1691.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/138","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So the second thing to think about is the when and the how you're delivering the message.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1691.0,1696.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/139","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I always tell supervisors as well that if a conversation turns crucial right then you most likely do not want to have that conversation or you don't want to continue to have that conversation over email or chat.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1696.0,1709.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/140","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So if you try to communicate something via email and maybe you're getting, you know.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1709.0,1714.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/141","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"A lot of emails back or it seems like the person maybe is upset or didn't take it how you would like, then I encourage you to then respond back with, let's set up a meeting. Let's just chat.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1714.0,1725.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/142","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"About this on Thursday or whenever you have time, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1725.0,1731.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/143","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Sometimes when you're delivering messages in the hallway or, you know, you were finishing up, cleaning up a program and you're saying something, things can get lost or misunderstood in that way, right? So you want to sometimes follow up with face-to-face or video","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1731.0,1748.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/144","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You check-ins and they're often better for complex or high priority items anyway.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1748.0,1754.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/145","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And even though it may be hard for some things like providing feedback or behavior or maybe expectations that are not being met.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1754.0,1762.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/146","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It could show the person that you care about how they're doing. It could allow you to see how the person is feeling and maybe get a better sense of what's going on.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1762.0,1773.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/147","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You know, we can't control everything, but we can control how intentional we are about setting the stage.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1773.0,1780.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/148","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And then the third item to pay attention to is that active listening. And we got to remember that communication is a two-way street. So after sharing some expectations with someone, right, I would pause and listen.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1780.0,1792.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/149","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Or potentially ask them what they think, right? What are their thoughts about it or how they're feeling, right? To get a sense for, you know, if there's something they want to share, maybe something I didn't know, there might be something else that's at play here that I didn't realize or not thinking about and just give them an opportunity to kind of shape the conversation and share.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1792.0,1812.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/150","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And sometimes you have to pause and give it a minute too. I found out, especially myself, some of us are processors. So you have to pause sometimes and let people think about it before you move on, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1812.0,1825.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/151","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And this active listening means maintaining eye contact, paraphrasing sometimes what you just heard, just to make sure that they know that you're listening, right? So what I heard you say is, or Just to make sure we're aligned or on the same page, asking clarifying questions, which is a big tactic that I use all the time.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1825.0,1844.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/152","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Asking about their perspective on things. You know, how did they think it went?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1844.0,1850.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/153","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"What questions can I answer for them after I communicate some expectations? How can I support them?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1850.0,1856.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/154","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"In carrying out the expectations, right? What questions do they have?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1856.0,1861.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/155","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And that way you can show at least that you put in some effort to help as a manager and not just telling them what you want, but also providing some support in that as well.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1861.0,1873.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/156","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And then an important piece, if I could act on something, if there were some low hanging fruit after I asked people about any support or resources that I can provide or questions that I can answer. If there was something I can do in their response that was low hanging fruit.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1873.0,1888.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/157","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I would try to do that, right? Because one of the other complaints you get in management is that people feel like the manager's not listening.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1888.0,1895.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/158","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"They don't take your feedback. They don't do anything that you suggest anyway. And so I would try to implement something, especially something that was low hanging fruit. And then, of course, make sure that I let them know that, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1895.0,1906.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/159","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"That, you know, due to your suggestions or your feedback, we're going to do this now or this has been taken away or this step is no longer needed, et cetera, et cetera, so that they know, right? And that's how trust is built. When you kind of create that.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1906.0,1920.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/160","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Circle of communication, even when it's hard sometimes. And so I have two short scenarios for you, right? And I've done this myself sometimes and forgetting to really follow up with details. And so if you're the manager, right? And sometimes, like I said, in passing after a meeting, you know, a long meeting you had, maybe there were some action items and you mentioned it to somebody, a staff member, you know, after the meeting or.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1920.0,1945.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/161","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"After a class or something, you know. And you mentioned the manager says, can you take care of the meeting stuff for tomorrow in passing?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1945.0,1955.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/162","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"What's unclear here? What questions would you ask if you were the employee?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1955.0,1961.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/163","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And I'll pause for you all to think about that for a second.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1961.0,1969.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/164","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Before that, I do want to say that, to be fair, sometimes when you work with somebody for a long time.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1969.0,1974.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/165","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I think people have the assumption and it might be true that you do know what they're talking about. Like, you know, sometimes people just know, you know, after you've been working together for a while.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1974.0,1982.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/166","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But if we want to be efficient and effective, then we want to be as clear as possible, right? Because miscommunications can happen and sometimes very easily. And we want to value people's time.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1982.0,1994.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/167","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"What is unclear here and what is unclear what questions would you have?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=1994.0,2001.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/168","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You all are just straight with what meeting? What stuff? That's funny. But yeah, right. This is vague and open to interpretation, especially if you're not in the frame of mind or don't know what the manager is talking about at that second, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2001.0,2016.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/169","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so if we think about how this could be rephrased using the SMART approach.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2016.0,2022.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/170","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And to remind her, so we're looking at the SMART, we're looking at, you know, specific, measurable, achievable, relevant, and looking at that time, that deadline.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2022.0,2032.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/171","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"If we want to do that, right, to be fair. And to be fair, the meeting is tomorrow. So the deadline is approaching.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2032.0,2038.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/172","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"A better way to have communicated that as the manager, right, would have been, please send the calendar invite and a meeting agenda for tomorrow's 10 a.m. Team check-in by 3 p.m. Today. The agenda should include project updates.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2038.0,2051.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/173","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"A five-minute reminder on code of conduct and time for open discussion, right? A lot more to go off. And I'm sure you could even add more, but in a quick passing, we want to be as clear as possible and let the person know what we're asking them to do.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2051.0,2065.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/174","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"In the first scenario, that could have added a lot of stress to the person if you're rushing out or you're going to another meeting as a manager, now they have to wait to ask you some follow-up questions or send you a chat and wait for you to respond.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2065.0,2079.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/175","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Which is, again, for some people might be adding some stress and anxiety to what they feel like now they're being asked to do and they don't really know what's going on. And so we want to start being clear and adding some of those aspects to our communication when we're expecting things from people.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2079.0,2097.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/176","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So another one, right? Manager says to the staff member, you need to be better at customer service.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2097.0,2105.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/177","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"What's missing from this feedback?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2105.0,2115.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/178","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And how might an employee interpret this?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2115.0,2145.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/179","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Okay, I'm glad you put that. What did I do wrong, right? That's your main… main thing you don't even know kind of where to start in the customer service, right? Did something go wrong? Did somebody complain?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2145.0,2157.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/180","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It automatically kind of um ignites confusion a little bit, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2157.0,2166.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/181","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Okay, stuff. We're still back on stuff, right? Not very much communication. And you all might think this is kind of basic, but this is basically, and I've had colleagues and things, but this is basically if you talk to people, if you listen, this is how we are communicating sometimes with staff, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2166.0,2184.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/182","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so if this was a real scenario, you really need to determine if this is an ongoing issue or not first, right? Because if it's an ongoing issue, a probably more in-depth conversation needs to be had, right? And hopefully you've been giving that feedback all along and it's not a one time","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2184.0,2201.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/183","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You know, it's on the evaluations now type deal. But if it's not.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2201.0,2205.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/184","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Then you need to point out the specific incident or area or complaint that you have about responding.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2205.0,2213.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/185","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"During your desk shift yesterday, I noticed you raised your voice and spoke over the customer while they were trying to explain the issue.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2213.0,2221.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/186","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I know these things can be challenging, but moving forward, I would like for you to focus on active listening or I might use something else depending on where the staff member is in the, you know.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2221.0,2230.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/187","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"By allowing the customer to finish speaking before responding. Now, if this is a new staff member, if this is a more junior staff member.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2230.0,2238.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/188","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I would probably pause right there and see what their thoughts were, right? So this is what I observed, but let me hear from your perspective. Maybe I walked in at a different time.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2238.0,2247.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/189","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You know, anything could happen. So I would pause and let them ask them right what they thought or if they had any thoughts about that, you know, first before I moved on and then And then in moving on, I would…","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2247.0,2261.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/190","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Then I would go on to explain why it's important or look at our customer service culture here and we really value our patrons getting the best customer service.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2261.0,2272.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/191","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"As possible, et cetera, et cetera, right? And as I said, if it's an ongoing issue, then that's a little bit different, right? That we've already addressed. Then we might need to move forward with a progressive discipline, if that is what your library's process is, or we might need to move forward","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2272.0,2288.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/192","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"With documentation, right? So that this has been discussed a couple of times, this has been communicated a couple of times.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2288.0,2295.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/193","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Staff member may not be willing to change their perspective on it, right? And to take things even further.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2295.0,2303.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/194","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We'll talk a little bit about that feedback that you all are talking about, right? And to prep for that, you'll want to create an environment when you're giving feedback. One of the things that people said and someone said in the chat there that people automatically go to I'm doing a bad job. What did I do wrong? What's going on? We go to the negative, right? But to prep to kind of change that.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2303.0,2324.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/195","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Or just that thinking, you'll want to create an environment where it's okay to make mistakes, right? That's first off.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2324.0,2332.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/196","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And feedback is vital. So it's important to continue that feedback loop. And then you want to use consistent and simple framework if you're used to continuously giving feedback, right? And then I'll share some tips to avoid defensiveness with you all.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2332.0,2350.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/197","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so one of the things that you do have to realize that all the jobs, I know most of us Some of you might have staff that have you know jobs that are a little bit more high stakes most of us, our jobs are not life or death in the libraries, right? Most of the time. There are some things, I know some situations, but most of the time that is the case, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2350.0,2370.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/198","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"If you create an environment where growth is the goal and mistakes are okay, then you can create an environment of continuous learning, right? And people may take your feedback a little different because they're prepped and ready for growth, right? This is a constant thing that we do here. And then as new staff come in.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2370.0,2386.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/199","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"That's kind of the environment that they get put into. So instead of staff feeling like you're going to get in trouble.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2386.0,2393.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/200","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Or, you know, that people are telling them they're doing bad job or they're wrong. You want to adjust your approach so that it's like, let's try it this way next time. Or what could we have done better, right? Or maybe this would have been even better if, you know, type deal.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2393.0,2409.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/201","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so feedback isn't about pointing out what's wrong all the time, right? It's about supporting growth and helping your team succeed. So when delivered well, feedback can really, again, help build that trust.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2409.0,2421.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/202","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And improve performance. So if we want our teams to thrive, we need to get this feedback thing right, right? And treat it as that we're supporting you.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2421.0,2429.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/203","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And not necessarily trying to get you in trouble or surprise you on what you're not doing, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2429.0,2435.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/204","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I was talking to that group of managers the other day and another thing someone pointed out was that some of this might be a generational thing because when he was coming along, he said that it was when you were doing a great job when you didn't get called in the office, right? When the manager didn't have anything to say to you. And so if you got called in the office, that was like, oh, something's going on, right? And so we want to kind of change that approach a little bit and things have already kind of shifted, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2435.0,2463.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/205","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"As a manager, you'll need to do some work sometimes to communicate that well and work on creating an environment where people know here it's more about a growth environment. And we're trying to help you succeed and do your job the best way possible, right? So it's not necessarily about telling you","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2463.0,2482.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/206","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"That you're doing wrong. It's about helping you and supporting you and getting you the resources and tools to help you do your job well.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2482.0,2491.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/207","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so if you don't know where to start and how to give the feedback, one of the things you can do is start with this simple model, right? The Center for Creative Leadership uses this structured approach to give feedback. So it's not new, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2491.0,2502.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/208","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Nothing I came up with. It's called the SBI model. It's the situation. You stick to the situation, the behavior, and the impact, right? That's what you're going to stick with when you're giving feedback.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2502.0,2514.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/209","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And I like to say, and this is me, you put some compassionate sauce on it, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2514.0,2519.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/210","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Because we know that people get upset, as someone mentioned, we know that people um I find it hard to take feedback. So we want to put some compassionate sauce on it. And you want to phrase things in a way","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2519.0,2531.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/211","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"That might work well. And so here's one example, right? A common situation that we had with a staff member who constantly interrupts meetings. And I've had this a couple of times, right? So during yesterday's staff meeting, you interrupted two teammates","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2531.0,2547.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/212","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"During their updates, which made it hard for them to share their progress and impacted team morale.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2547.0,2552.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/213","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"That's straightforward. It's kind of direct. It says what the situation was, when.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2552.0,2558.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/214","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"What the behavior was and what the impact of the behavior was, right? Now, to me, this should be okay.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2558.0,2564.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/215","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Well, we know that's not how it works nowadays in the workplace. This might fly for some people. It's probably not going to fly for other people, right? They will get very upset and there might even be complaints and things like that, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2564.0,2577.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/216","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But what you want to do is take this example with the situation behavior impact and you want to add some compassionate sauce on it. And so here's that.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2577.0,2587.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/217","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"With the sauce on it like that I would use. So I would say something like, so listen, during yesterday's staff meeting, same situation, right? I'm not sure if you notice, right? So I'm giving them the hour.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2587.0,2598.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/218","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"The benefit of the doubt, right? But you interrupted two teammates during their update. So I would still include the behavior and then I would pause, right? Because sometimes, like I said, people have a different perspective. They have, you know, something happened. Maybe they'll share. And this has been the case","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2598.0,2616.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/219","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"That I've noticed that people shared they did not notice. And so you pause and give them a time to reflect and maybe say what they think.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2616.0,2626.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/220","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And then I would acknowledge whatever they said, right? Whatever they said, I would acknowledge to let them know that I did hear them and they're, you know, whatever it is, the reasoning or whatever it is. And then I would tell them that I wanted to bring it to your attention, right? Because it made it hard for them and then go back to the impact. And so you're still saying the different things.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2626.0,2648.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/221","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But you are kind of softening it up a bit and giving them room to share what may have happened, right? Because sometimes there is you know a miscommunication, there is a different perspective. There is something else going on that you might not be aware of.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2648.0,2662.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/222","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so this is an example, right? And I've done this a couple of times because this has actually happened to me. All these scenarios have happened to me a couple of times.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2662.0,2669.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/223","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And, you know, in each case, it worked. Most people said they didn't notice, you know, that nobody's actually said anything or pointed it out.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2669.0,2677.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/224","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And, you know, for one of of the folks, I did have to ask her because it didn't seem to be working. And she said she didn't notice what kind of signal can I give you in the team meeting, right? That will let you know that you're doing it something that's not, we don't have to call you out in front of everybody since we already know, right? We've already talked about it. But what kind of signal can I give you that might be helpful","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2677.0,2698.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/225","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"To let you know that this is going on so that you can, you know.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2698.0,2702.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/226","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Because it'll help you work better with other people if they don't feel like you're always cutting them off, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2702.0,2707.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/227","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"That's the kind of approach you want to take with your posture sometimes, but it's also clear and direct. It also really does say what the problem is, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2707.0,2715.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/228","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so some tips to avoid defensiveness is to focus on the behavior and not the personality. Because when people complain about something like that, they will say.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2715.0,2724.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/229","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"This person is being rude. This person is being mean. This person is not paying attention, et cetera, et cetera. So what you want to do is focus on the behavior, excuse me, right? And not what what the feeling may be or, you know.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2724.0,2739.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/230","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And you also want to be timely. We don't want to let issues sit for too long, right? So after the fourth person complained, you should have kind of addressed that already, right? That's how you get people looking at it through a very negative lens.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2739.0,2754.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/231","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so people do technically interrupt people in meetings all the time if you really pay attention.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2754.0,2761.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/232","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But if somebody is doing it constantly and nobody says anything or they don't notice and they just keep talking over people, then it could really cause some issues with your team.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2761.0,2771.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/233","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so you don't want to let things fester. You want to address things kind of quickly, right? As quickly as possible. And so we don't have that problem, right? You want to ask their perspective because like I said, these days I've just learned in talking to enough people that there's a lot going on.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2771.0,2787.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/234","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"There's just different perspective on what people, their understanding of things What happened, their job, what they're supposed to be doing. So you want to go in with the perspective and let them kind of explain to you what they think. I even open sometimes when I'm about to have a conversation about feedback on, I ask people how they think things are going. Like with telework is a good one. Some people are actually not very good at teleworking.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2787.0,2812.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/235","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And they don't realize that or maybe they don't want to say it. I don't know. But I've had to address a couple of people about teleworking or the lack thereof. And one of the things I do is just ask them how they think that it's going, right? Just to see where they're at or if they really think it's not a problem at all, they're, you know.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2812.0,2827.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/236","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Just to see where they're at. And sometimes that kind of helps the tension of what could have been tension and conversation it helps to um move that forward a little bit, right? And then try not to be critical, right? I always tell people this when you're dealing with patrons too. The posture that you come with. I try to always go into a conversation where I'm giving the feedback.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2827.0,2848.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/237","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Especially if it's critical with the thought process that there might be something else going on. And it's the same way I approach patrons.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2848.0,2855.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/238","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Not in a non-critical manner, right? Keep your tone curious, but not critical. And I try to keep that posture when addressing things.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2855.0,2864.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/239","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And not starting off with more of like this is your fault kind of thing. And that usually helps too is people don't get as defensive so quickly when that is the posture. And I know that some people might think, well, you knew the person was doing this or maybe, you know, something you saw, you have evidence or something. And I, And I agree. I've been a manager long enough now to know, but if you want to, like I said, move things forward in a way that is, you know, that we can work together and move forward.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2864.0,2892.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/240","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It sometimes ends up better when you come with a different posture, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2892.0,2897.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/241","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so another scenario for you You notice an employee frequently shows up 10 minutes late to the team Zoom calls, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2897.0,2906.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/242","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"How would you approach that using the SBI model? And again, that's the situation, behavior, and impact, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2906.0,2913.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/243","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"How would you approach that situation? And I'll pause for just a few seconds here.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2913.0,2943.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/244","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Thoughts of how you would handle this.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=2981.0,3004.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/245","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Okay, I like the approach of asking them about it first. Sometimes there is something going on. I've had this situation too a couple of times and Sometimes there were technical staff member having a hard time with the technical aspects of things.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3004.0,3018.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/246","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so we just might need some training on how to use the Zoom and maybe even Schedule wise, you know, coming in 10 minutes before But…","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3018.0,3034.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/247","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I like that. I want to make sure you have access to the information, right? And that's what I would focus on. And so you're checking in, you might ask them how things are going, how if there's anything going on, that might do it right there where people would come in if you explain to them that you're showing up 10 minutes late, is anything going on? Is there anything I can help with? And they might share that with you. If not, you know, you can","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3034.0,3055.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/248","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We're going to use the SBI model and we're going to go ahead and say it. I've noticed that you've been joining the Zoom calls around 10 minutes late.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3055.0,3064.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/249","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"That is the situation and behavior, right? When it happens, as you all mentioned, we share updates at the beginning. So you kind of miss a lot of the pertinent information that we all need to have or whatever the um","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3064.0,3079.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/250","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Impact is I would focus more on the team and the information that is needed versus the person themselves, right? Sometimes people get defensive when it's kind of like, you're not doing this, you're not doing that, you're not doing this. That's where people kind of","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3079.0,3096.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/251","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You know, kind of tense up a little bit. So I would focus on the impact that way.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3096.0,3101.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/252","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And then you could even acknowledge that we know mornings are hectic. We know things are challenging. That's how you put that sauce on it. We know mornings are hectic. We know things are challenging sometimes.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3101.0,3113.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/253","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But what can we do to support you to see how we can help you to join the meetings on time moving forward, right? Because then our natural And our conclusion should be how we are going to move this forward as a manager.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3113.0,3130.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/254","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so it's important also to understand that these misunderstandings they're going to happen in the workplace, right? They are inevitable. It is clear, right? Miscommunications happen, especially in these fast-paced work environments that we are in sometimes. And as managers, it's our goal","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3130.0,3147.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/255","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's not really our goal to avoid misunderstandings, but it is our goal to respond to them in a way that builds clarity and trust. And that should be your goal a little bit, right? If you have a team.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3147.0,3157.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/256","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so you want to always kind of like assume positive intent. Like I said, that will help you, should help you on the defensive side if you give people an out of like.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3157.0,3167.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/257","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Maybe they didn't know, maybe this wasn't clear, you know, or maybe something else is going on.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3167.0,3172.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/258","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And this might help you respond instead of react. Right. Because that's what we don't want to do. A lot of times our reaction, especially if it's affecting you, you mentioned disrespecting staff's time or repeating yourself, it's affecting you, we might react.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3172.0,3186.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/259","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Versus respond to the situation. And so you want to start with the belief that most people want to do a good job, right? Of course, we have our outliers and we have people that maybe it just doesn't work out, but most people want to do a good job. We just might need some support in doing that.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3186.0,3200.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/260","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so you also want to acknowledge, as I said, the person's feelings that will help you to de-escalate the situation or when you say things like, I can see that this might be frustrating, or I know this might be challenging. It sounds like there must be some confusion. Maybe let's meet on Thursday and work this out together.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3200.0,3222.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/261","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"This keeps the conversation focused on the resolution and not the blame. And I will tell y'all, when I first started as a manager, that's basically where I was.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3222.0,3230.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/262","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I was like, this is wasting my time. You know, this was clear. This was sent out in the email. Did you read it? Et cetera, et cetera. But I just, you know, over the years I've learned When you're dealing with teams.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3230.0,3242.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/263","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You know, it's not as effective. Especially these days when you kind of are very direct and kind of stick to this, you know, to the script is not as effective than when you're kind of really working those communication skills and that relational intelligence is really how you get","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3242.0,3261.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/264","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Teams to really work well together, like a well-oiled machine, right? You also want to kind of revisit the facts, right? But also ask those open-ended questions and give the person a chance to clear up anything.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3261.0,3276.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/265","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And that might help, again, soften the conversation, right? And then at all times, I know this could be hard for us.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3276.0,3283.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/266","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You want to model professionalism as a manager, right? It's hard sometimes.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3283.0,3288.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/267","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But, you know, you getting defensive and things, you want to, as much as possible, keep things solution focused and moving forward and model professionalism, right? Sometimes you might have to say, let's take a pause and revisit this next week or, you know.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3288.0,3303.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/268","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"When you're approaching your things that might have been a misunderstanding, you know, or, um.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3303.0,3310.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/269","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You might have to approach things in a different way, right? And so communication strategies, right? Just understanding now that we do have to adapt to the times There are four generations in the workplace we all have our different things that are, you know, our values probably are different across the board and then even mixed up in there as well. So people are communicating differently, the communication style. So just because something is easier for you.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3310.0,3337.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/270","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Might not mean that's the best way for people to retain what you're trying to tell them. So I usually tell people you need two different ways to communicate the same thing.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3337.0,3346.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/271","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"To give people to give people Maybe they didn't catch it the first time, they'll catch it the second time. So if you do have the staff meeting, maybe following up with email. If you're the type of person that likes the videos, you'll do the video chats with people.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3346.0,3360.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/272","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You know, maybe also following that up with an email or something like that. Pick two modes of communication, right? And just understanding that you might have to adapt your communication style.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3360.0,3369.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/273","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"When you're working with a team, right? Choosing the right channel Everything is not email. Like people say these days, everything is not… done over email well, right? And then creating a culture of open communication and then those one-on-ones. I did have a supervisor who just felt like","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3369.0,3386.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/274","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I'm sorry, I was her supervisor that felt like one-on-ones were You know, that we didn't need them and that they were, you know, it was a waste of time But I tried to explain to her, you know, that's how you really connect with your staff. That's how sometimes you can build relationships","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3386.0,3402.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/275","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Find out things that you wouldn't find out otherwise if you use them well, right? And you can also use them as a supportive tool, right? That's how you find out maybe what people want to do and what you can Any projects that you can give them that would help them maybe get to where they want to go if they're not long time, if they don't want to sit at the library long time and things like that, you can really build a connection in those one-on-ones, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3402.0,3428.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/276","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And then just to wrap up, you want to set the tone as a manager. You do set the tone. And so you want to start off And create that environment that sets a tone of communication, but you also want to set boundaries as a manager on what you are communicating, right? You want to set clear expectations to reduce confusion, right? It's nice. That's what being kind looks like as a manager sometimes. And then understanding that that communication goes both ways.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3428.0,3455.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/277","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You know, you want to give people a chance to chime in. You want to hear people's perspective. And if you continue, if you don't allow for input.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3455.0,3463.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/278","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You're really not going to have, you know, people are going to shut down and they're not really going to communicate as much, right? Because you're not going to listen to it anywhere, or at least that's what they're going to think, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3463.0,3471.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/279","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And then you want to use models like the SMART model for communicating expectations so you can make sure to hit those clear points. And then the SBI model for providing feedback so you can kind of stick to the a script and be solution focused, right? But then adding that sauce on it, because we do understand that, you know, people are human.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3471.0,3495.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/280","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And we're working with humans and things do happen. And, you know, there might be other factors at play.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3495.0,3501.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/281","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"That we are not aware of. And so we want to keep that in mind as also when we are communicating.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3501.0,3506.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/282","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so I know that was fast. There's a lot to cover in an hour. Are there any questions or thoughts about that.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3506.0,3536.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/283","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Well, we are at the hour. I just want to say that also with communication, you know, it's very important to remember that things do change. So what was working for me seven years ago doesn't work as well now, right? Cultures change, things shift, workplaces change, the factors change. We're doing a lot in libraries right now.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3558.0,3578.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/284","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"People are multitasking and they're doing a lot. And so things do change and it's important to kind of adjust your approach as a manager as things change to continue to be efficient and effective.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3578.0,3599.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/285","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Thank you so much. And thank you everybody for attending. We did get a question in the chat.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3599.0,3606.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/286","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"These slides and the recording will be sent out in that follow-up email that will come out by the end of the week.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3606.0,3616.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/287","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And please join us for part three. When that comes up.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3616.0,3619.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/288","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Yes.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3619.0,3622.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809/transcript/78396/annotation/289","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Thank you, Tiffany. Thank you, everybody. And Shania, we can go ahead and stop the recording.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/146318/file/269809#t=3622.0,3627.0"}]}]}]}