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UID:116@m25lib.org.uk
DTSTART;TZID=Europe/London:20050310T235959
DTEND;TZID=Europe/London:20050310T235959
DTSTAMP:20170315T110024Z
URL:https://www.m25lib.org.uk/events/coping-at-the-counter-3/
SUMMARY:Coping at the Counter
DESCRIPTION:Coping at the Counter\n10th March 2004\nSenate House Library\n9
 .30am to 1pm\n\nThis is a half-day workshop on the skills needed to practi
 ce assertive and professional face-to-face behaviour towards library users
 .\n\nAims\nTo help participants to raise their confidence in face-to-face 
 interactions with library users\, both for book stock and PC terminal enqu
 iries\, by offering practice in appropriate skills.\n\nPre-workshop notes\
 nPlease write down some rough notes on some of the situations you have see
 n or experienced – good and bad. We would like to gather material on dif
 ficult exchanges (for practice) and on those that were well-handled (as ex
 amples to emulate).\n\nMethods of Training\nThere will be discussions and 
 exercises\, as well as some theory to underpin and explain why certain str
 ategies work.\n\nTrainer\nSheila Ritchie has worked in and for libraries f
 or many years. She trains people in the personal and interpersonal skills 
 they need to do their work effectively.\n\nProgramme\n\n      09.30 Welcom
 e\, coffee and introduction\n      Course objectives and current issuesPar
 ticipants’ jobs: the good\, the not-so-good and the downright difficult\
 n\n      10.45 Break\n\n      11.00 Assertion skills\n\n      12.30 Plenar
 y review and action plans\n\n      12.45 Course ends\n\nCost is £75 for C
 PD25 members\, £100 for M25 affiliate members and £150 for other institu
 tions\, including refreshments.\n\nPlease note that there are 12 places av
 ailable for this event\, which will be allocated on a first-come-first-ser
 ved 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 “n
 o show??? on the day 100% cancellation charges will apply.
CATEGORIES:M25 Events
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