Controlling The Confrontation: Arch Lustberg On Effective Communication Techniques

Using the concepts of "open face, open body," communications strategist Arch Lustberg counsels an audience of librarians on how to effectively control confrontational situations. Beginning with a pair of hostile interviews with volunteer librarians, Lustberg exhorts viewers to be aware of and use the four weapons of communication at their disposal (mind, face, body, and voice). Each of these "weapons" are thoroughly explored in Lustberg's informative and extremely likeable style (he looks and sounds like a younger George Burns). In the final section, the librarians reprise their roles with the "hostile interviewer" (Lustberg) with much better results. Unlike many other programs of this type, Lustberg not only has something to say, but he delivers his message very well. Bemoaning the current state of communications as too much "intellectual dysentery" (unlinked sounds keep flowing out of the mouth), he cautions the audience to always "pause" before they respond. Too many interviews go awry because people often fail to think before they speak. This is an excellent program which will benefit not only all staff members of the library, but with its generally applicable information, would also be perfect for the general public. Highly recommended. (Available from: ALA Video, 50 E. Huron St., Chicago, IL 60611.)