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UID:270@m25lib.org.uk
DTSTART;TZID=Europe/London:20081204T163000
DTEND;TZID=Europe/London:20081204T163000
DTSTAMP:20170315T112851Z
URL:https://www.m25lib.org.uk/events/coping-even-better-at-the-counter-3/
SUMMARY:Coping Even Better at the Counter
DESCRIPTION:Coping Even Better at the Counter\nThursday 4 December\, 2008\,
  09.30-16.30\nSOAS Brunei Gallery Room B211 \n\n\nThis course offers you t
 heory and practice in the skills supporting good customer service and will
  help you to conduct effective face-to-face interactions. Intended for tho
 se with some experience of working in libraries\, it will also help you to
  respond to the changing customer expectations and needs of a wide range o
 f users.\nThere will be discussions and exercises as well as theory\, to e
 xplain why certain strategies work better than others\, and exchanges of e
 xperience are encouraged.\n\nTrainer Sheila Ritchie has worked in LIS for 
 many years. She trains people in personal and interpersonal skills using p
 ractical and transferable methods.  \n\nProgramme\n\n09.30	Welcome\, coffe
 e and introduction\nCourse objectives and current issues\nWhat do customer
 s want and need?  What is bad and good service?\n10.45	Break\n11.00	Assert
 ive behaviour and how it aids communication\n12.45	Lunch \n13.30	Non-verba
 l Communication: matching message and meaning to the words\nDiverse user c
 ommunities – helping everyone to benefit from our services\n14.45	Break\
 n15.15	My skills for good face-to-face communication\nBuilding on your str
 engths to benefit yourself and others\n16.30	Plenary review and personal a
 ction plans\n16.45	Course ends\n\nPre-course Preparation\nPlease write not
 es on some of the customer service situations you have experienced – goo
 d and bad. We would like to gather 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 and make notes on the foyer\, signage\, la
 yout\, counter\, queues\, bookstock\, PCs and staff.  Imagine yourself as 
 someone with impaired mobility (in a wheelchair or unable to reach high fo
 r materials)\; how would you fare if seeking to use all the services?\n\nT
 o reserve a space on this event either complete our online booking form at
 \nhttp://www.cpd25.ac.uk/component/option\,com_philaform/Itemid\,98/form_i
 d\,2/\nor email us directly at cpd25@lse.ac.uk \n\nCost £110 for cpd25 me
 mbers and £160 for other institutions\, including lunch and refreshments.
  \n\nPlease note that there are limited places available for this event. C
 ancellations less than one week before the event will be charged a 50% can
 cellation fee. In the event of a ‘no-show’ on the day\, the full fee w
 ill be charged.
CATEGORIES:M25 Events
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