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Coping at the Counter


5:00 pm

Event Type

Room B211, Brunei Gallery, SOAS

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

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.

Cost: £80 for CPD25 members, and £110 for other institutions, including refreshments.

Please note that there are limited places available for this event. Cancellations less than one week before the event will be charged a 50% cancellation fee. In the event of a ‘no-show’ on the day, the full fee will be charged.

To book please email the administrator:

Booking form for M25 Members   Booking form for non-Members