BEGIN:VCALENDAR
VERSION:2.0
PRODID:-//wp-events-plugin.com//7.2.3.1//EN
TZID:Europe/London
X-WR-TIMEZONE:Europe/London
BEGIN:VEVENT
UID:336@m25lib.org.uk
DTSTART;TZID=Europe/London:20100615T123000
DTEND;TZID=Europe/London:20100615T123000
DTSTAMP:20170315T114234Z
URL:https://www.m25lib.org.uk/events/coping-at-the-counter-event-ref-no-tg
 4catc2/
SUMMARY:Coping at the Counter [Event Ref. No. TG4/CATC2]
DESCRIPTION:This half-day workshop is designed to raise your confidence in 
 face-to-face interactions with library users. It covers theory and practic
 e in skills for assertive and appropriate behaviour towards library users.
  There will be discussions\, exercises and theory to explain and illustrat
 e why certain strategies work better than others\; exchanges of experience
  are encouraged. Trainer Sheila Ritchie has worked in LIS for many years. 
 She trains people in personal and interpersonal skills using practical and
  transferable methods.\n\nProgramme\n09.30 Welcome\, coffee and introducti
 on\nCourse objectives and current issues Participants’ jobs: the good an
 d the not-so-easy What do customers want and need?\nWhat is bad and good s
 ervice?\n10.45 Break\n11.00 Assertive behaviour and how it aids communicat
 ion. Dealing with typical counter situations well\n12.30 Workshop ends.\n\
 nPre-course Preparation\nPlease write notes on some of the customer servic
 e situations you have experienced. This material will be used as real exam
 ples on the workshop.\n\nVenue: Cayley Room\, London Mathematical Society\
 , De Morgan House\, 57-58 Russell Square\, London WC1B 4HS\n\nTo book a pl
 ace please use our online booking form or email the administrator via cpd2
 5@lse.ac.uk\n\nCost: £120 for CPD25 members\, and £150 for other institu
 tions\, including refreshments.\n\nPlease note that there are limited plac
 es available for this event.\n\nCancellations less than one week before th
 e event will be charged a 50% cancellation fee. In the event of a ‘no-sh
 ow’ on the day\, the full fee will be charged.
CATEGORIES:cpd25 Events
END:VEVENT
BEGIN:VTIMEZONE
TZID:Europe/London
X-LIC-LOCATION:Europe/London
BEGIN:DAYLIGHT
DTSTART:20100328T020000
TZOFFSETFROM:+0000
TZOFFSETTO:+0100
TZNAME:BST
END:DAYLIGHT
END:VTIMEZONE
END:VCALENDAR