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UID:216@m25lib.org.uk
DTSTART;TZID=Europe/London:20080528T163000
DTEND;TZID=Europe/London:20080528T163000
DTSTAMP:20170315T112631Z
URL:https://www.m25lib.org.uk/events/coping-even-better-at-the-counter-2/
SUMMARY:Coping Even Better at the Counter
DESCRIPTION:This event is now FULLY BOOKED.\nVenue: B211\, SOAS\n\nThis cou
 rse is a full day\, expanded version of Sheila Ritchie's popular Coping at
  the Counter session.\n\nIt will be suitable for anyone who is involved in
  customer facing roles and wishes to improve their communication skills. I
 t may be of particular use for those who supervise staff working on servic
 e points.\n\nAim & Objectives\nThis course offers you theory and practice 
 in the skills supporting good customer service and will help you to conduc
 t 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.\n\
 nPre-course Preparation\nPlease write notes on some of the customer servic
 e situations you have experienced – good and bad. We would like to gathe
 r material to use as real examples on the course.\n\nGo into a library you
  do not know well. Act as if entering it for the first time – observe an
 d make notes on the foyer\, signage\, layout\, counter\, queues\, bookstoc
 k\, PCs and staff. Imagine yourself as someone with impaired mobility (in 
 a wheelchair or unable to reach high for materials)\; how would you fare i
 f seeking to use all the services?\n\nMethods of Training\nThere will be d
 iscussions and exercises as well as theory\, to underpin and explain why c
 ertain strategies work better than others. There will be an emphasis on he
 lping yourself and others to learn\, so exchanges of experience are encour
 aged.\n\nTrainer\nSheila Ritchie has worked in the library and IT industri
 es for many years. She trains people in personal and interpersonal skills 
 using practical and transferable methods.\n\nProgramme\n\n09.30 Welcome\, 
 coffee and introduction\nCourse objectives and current issues\nWhat do cus
 tomers want and need? What is bad and good service?\n10.45 Break----------
 ------------\n11.00 Assertive behaviour and how it aids communication\n12.
 45 Lunch\n13.30 Non-verbal Communication: matching message and meaning to 
 the words\nDiverse user communities – helping everyone to benefit from o
 ur services\n15.00 Break----------------------\n15.15 My skills for good f
 ace-to-face communication\nBuilding on your strengths to benefit yourself 
 and others\n16.30 Plenary review and personal action plans\n16.45 Course e
 nds\n\nCost £110 for cpd25 members and £160 for other institutions\, inc
 luding lunch and refreshments. \n\nTo add your name to the waiting list fo
 r this FULLY BOOKED event please email Suzy Ball\, cpd25 administrator\nvi
 a cpd25@wmin.ac.uk or complete the online booking form
CATEGORIES:M25 Events
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