Coping at the Counter

cpd25 – Coping at the Counter Brunei Gallery 9.30-1pm Friday 25th November, 2005 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. Cost is £75 for CPD25 members, £85 for M25 affiliate members and £100 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. Please book online at www.cpd25.ac.uk/booking Or fill in the form below and send to Dave Puplett: cpd25@wmin.ac.uk Your Name: Institution: Email address: Phone No: Special requirements (diet, access etc): Billing Name and Address: