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Coping Even Better at the Counter


4:30 pm

Event Type

This event is now FULLY BOOKED.
Venue: B211, SOAS

This course is a full day, expanded version of Sheila Ritchie’s popular Coping at the Counter session.

It will be suitable for anyone who is involved in customer facing roles and wishes to improve their communication skills. It may be of particular use for those who supervise staff working on service points.

Aim & Objectives
This course offers you theory and practice in the skills supporting good customer service and will help you to conduct effective face-to-face interactions. It will also help you to respond to the changing customer expectations and needs of a wide range of users.

Pre-course Preparation
Please write notes on some of the customer service situations you have experienced – good and bad. We would like to gather material to use as real examples on the course.

Go into a library you do not know well. Act as if entering it for the first time – observe and make notes on the foyer, signage, layout, counter, queues, bookstock, PCs and staff. Imagine yourself as someone with impaired mobility (in a wheelchair or unable to reach high for materials); how would you fare if seeking to use all the services?

Methods of Training
There will be discussions and exercises as well as theory, to underpin and explain why certain strategies work better than others. There will be an emphasis on helping yourself and others to learn, so exchanges of experience are encouraged.

Sheila Ritchie has worked in the library and IT industries for many years. She trains people in personal and interpersonal skills using practical and transferable methods.


09.30 Welcome, coffee and introduction
Course objectives and current issues
What do customers want and need? What is bad and good service?
10.45 Break———————-
11.00 Assertive behaviour and how it aids communication
12.45 Lunch
13.30 Non-verbal Communication: matching message and meaning to the words
Diverse user communities – helping everyone to benefit from our services
15.00 Break———————-
15.15 My skills for good face-to-face communication
Building on your strengths to benefit yourself and others
16.30 Plenary review and personal action plans
16.45 Course ends

Cost £110 for cpd25 members and £160 for other institutions, including lunch and refreshments.

To add your name to the waiting list for this FULLY BOOKED event please email Suzy Ball, cpd25 administrator
via or complete the online booking form

Booking form for M25 Members   Booking form for non-Members