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UID:167@m25lib.org.uk
DTSTART;TZID=Europe/London:20070307T164500
DTEND;TZID=Europe/London:20070307T164500
DTSTAMP:20170315T111111Z
URL:https://www.m25lib.org.uk/events/coping-even-better-at-the-counter-adv
 anced-service-skills/
SUMMARY:Coping Even Better at the Counter - Advanced Service Skills
DESCRIPTION:[B]cpd25: Coping Even Better at the Counter - Advanced Service 
 Skills\nWednesday 7th March\, SOAS Brunei Gallery B211\, 9.30-4.30\nhttp:/
 /www.soas.ac.uk/gallery/findus.html[/B]\n\nFULLY BOOKED\n\nThis course is 
 a full day\, expanded version of Sheila Ritchie's popular Coping at the Co
 unter session. \n\nIt will be suitable for anyone who is involved in custo
 mer facing roles and wishes to improve their communication skills.\n\nAim 
 & Objectives\nThis course offers you theory and practice in the skills sup
 porting good customer service and will help you to conduct effective face-
 to-face interactions. It will also help you to respond to the changing cus
 tomer expectations and needs of a wide range of users.\n\nPre-course Prepa
 ration\nPlease 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.\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\, layout\, counter\, queues\, bookstock\, PCs and staf
 f.  Imagine yourself as someone with impaired mobility (in a wheelchair or
  unable to reach high for materials)\; how would you fare if seeking to us
 e all the services?\n\nMethods of Training\nThere will be discussions and 
 exercises as well as theory\, to underpin and explain why certain strategi
 es work better than others. There will be an emphasis on helping yourself 
 and others to learn\, so exchanges of experience are encouraged.\n\nTraine
 r\nSheila Ritchie has worked in the library and IT industries for many yea
 rs. She trains people in personal and interpersonal skills using practical
  and transferable methods.  \n\nProgramme\n\n09.30	Welcome\, coffee and in
 troduction\n	Course objectives and current issues\nWhat do customers want 
 and need?  What is bad and good service?\n10.45	Break---------------------
 -\n11.00	Assertive behaviour and how it aids communication\n12.45	Lunch\n1
 3.30		Non-verbal Communication: matching message and meaning to the words\
 n		Diverse user communities – helping everyone to benefit from our servi
 ces\n15.00		Break----------------------\n15.15		My skills for good face-to
 -face communication\n		Building on your strengths to benefit yourself and 
 others\n16.30		Plenary review and personal action plans\n16.45	Course ends
 \n\nBooking Information:\n\nFULLY BOOKED\n\nCost £100 for cpd25 members a
 nd £150 for other institutions\, including lunch and refreshments. \n\nPl
 ease note there are limited places available for this event. Cancellations
  less than one week before the event will be charged a 50% cancellation fe
 e. In the event of a 'no-show' the full fee will be charged.\n\nPlease boo
 k online at www.cpd25.ac.uk/booking\, or contact Dave Puplett: cpd25@wmin.
 ac.uk
CATEGORIES:M25 Events
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