Communicating with patrons can be hard enough when everyone is speaking English. It can be even more difficult when the patron is a non-native English speaker. 

In this interactive and informative program, we will address five common types of non-native English speakers and their particular service needs. We will also discuss best practices for front-end staff when assisting bilingual patrons, including methods that facilitate communication when staff speak the target language and when they do not. In addition, the presenters will provide examples of programs and services that serve speakers of other languages. 

As a result of this program, participants will be able to: 

• Identify the needs of non-native English speaking patrons
• Facilitate customer service interactions when another language is involved
• Develop programs and services that address bilingual patrons’ needs