“Trying to get employees to understand the nuances of communication is one of the most difficult
aspects of my job. As information professionals, our community depends on my team for computer
access and help navigating the internet, for heath resources, and even assistance with their reading
choices and entertainment options. Libraries aren’t just books anymore. According to the Pew Research
Center, libraries are one of the most trusted organizations in a community. So how can we best leverage
this? Our interpersonal relationships with our patrons, our stakeholders, our community partners, and
our colleagues are what drive our success.

“Bringing Bob Graham into our employee training day was an important part of my staff development
plan. I found Bob through his Serious Soft Skills Podcast. While the tips and tools touched on are
invaluable for anyone working in public service, I knew having Bob onsite would really shift our team’s
focus on how we communicate internally and externally.

Bob was amazing to work with. We set up goals and areas of growth that needed to be tackled by our
team, and even identified key staff that would benefit from one on one coaching. This holistic plan is
exactly what my library needed. I saw almost immediate results.”

Lesley Mason, MLS, Director, Caldwell County (N.C.) Public Library

“Bob, thank you for speaking to our group! You did such a wonderful job. Our members and guests loved your storytelling and presentation. We took away a lot of practical ideas and learned a lot!”

— Christina Snyder, President, Women in Insurance and Financial Services (Baltimore chapter)