Paraphrasing

Paraphrasing is a useful technique that will help you be sure you really understand what the patron said. When you paraphrase, you repeat back what the patron said in your own words without adding any thoughts or questions of your own. You act like a mirror of the patron's thoughts, showing the patron what the question "looks like" to you.

For example:

Your patron says, "I'm trying to find information on wild mushrooms. I've looked all over the place and haven't found what I want. I glanced at those books over there and they didn't help, and I'm still looking. I just can't seem to find what I need."

You can say, "You need some kind of information on wild mushrooms." Or "You're looking for information about wild mushrooms."

Paraphrasing has three outcomes.

1. It reassures the patron that you are listening to them.
2. It reassures you that you have heard correctly.
3. The patron has the opportunity to clarify or amplify their original request with more information.

Once it is clear that you have heard them correctly, you may be able to move on to other techniques that will enable you to determine your patron's true information needs.

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