Coping at the Counter

Coping at the Counter
10th March 2004
Senate House Library
9.30am to 1pm

This is a half-day workshop on the skills needed to practice assertive and professional face-to-face behaviour towards library users.

Aims
To help participants to raise their confidence in face-to-face interactions with library users, both for book stock and PC terminal enquiries, by offering practice in appropriate skills.

Pre-workshop notes
Please write down some rough notes on some of the situations you have seen or experienced – good and bad. We would like to gather material on difficult exchanges (for practice) and on those that were well-handled (as examples to emulate).

Methods of Training
There will be discussions and exercises, as well as some theory to underpin and explain why certain strategies work.

Trainer
Sheila Ritchie has worked in and for libraries for many years. She trains people in the personal and interpersonal skills they need to do their work effectively.

Programme

09.30 Welcome, coffee and introduction
Course objectives and current issuesParticipants’ jobs: the good, the not-so-good and the downright difficult

10.45 Break

11.00 Assertion skills

12.30 Plenary review and action plans

12.45 Course ends

Cost is £75 for CPD25 members, £100 for M25 affiliate members and £150 for other institutions, including refreshments.

Please note that there are 12 places available for this event, which will be allocated on a first-come-first-served basis. Bookings will close on the 3rd March 2004 and any cancellations after that date will incur a 50% cancellation fee. In the event of a “no show??? on the day 100% cancellation charges will apply.