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UID:296@m25lib.org.uk
DTSTART;TZID=Europe/London:20090318T163000
DTEND;TZID=Europe/London:20090318T163000
DTSTAMP:20170315T113017Z
URL:https://www.m25lib.org.uk/events/coping-even-better-at-the-counter-4/
SUMMARY:Coping Even Better at the Counter
DESCRIPTION:Coping Even Better at the Counter\nWednesday 18th March 2009\, 
 09.30-16.30\nSOAS Brunei Gallery\, Room B211 \n\n\nThis course offers you 
 theory and practice in the skills supporting good customer service and wil
 l help you to conduct effective face-to-face interactions. Intended for th
 ose with some experience of working in libraries\, it will also help you t
 o respond to the changing customer expectations and needs of a wide range 
 of users.\nThere will be discussions and exercises as well as theory\, to 
 explain why certain strategies work better than others\, and exchanges of 
 experience are encouraged.\n\nTrainer Sheila Ritchie has worked in LIS for
  many years. She trains people in personal and interpersonal skills using 
 practical 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 Asserti
 ve behaviour and how it aids communication\n12.45 Lunch \n13.30 Non-verbal
  Communication: matching message and meaning to the words\nDiverse user co
 mmunities – helping everyone to benefit from our services\n14.45 Break\n
 15.15 My skills for good face-to-face communication\nBuilding on your stre
 ngths to benefit yourself and others\n16.30 Plenary review and personal ac
 tion plans\n16.45 Course ends\n\nPre-course Preparation\nPlease write note
 s 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.\n\nGo into a library you do not know well. Act as if entering it f
 or the first time – observe and make notes on the foyer\, signage\, layo
 ut\, counter\, queues\, bookstock\, PCs and staff. Imagine yourself as som
 eone with impaired mobility (in a wheelchair or unable to reach high for m
 aterials)\; how would you fare if seeking to use all the services?\n\nTo r
 eserve a space on this event either complete our online booking form at\nh
 ttp://www.cpd25.ac.uk/component/option\,com_philaform/Itemid\,98/form_id\,
 2/\nor email us directly at cpd25@lse.ac.uk \n\nCost £110 for cpd25 membe
 rs and £160 for other institutions\, including lunch and refreshments. \n
 \nPlease note that there are limited places available for this event. Canc
 ellations less than one week before the event will be charged a 50% cancel
 lation fee. In the event of a ‘no-show’ on the day\, the full fee will
  be charged.
CATEGORIES:M25 Events
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