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UID:321@m25lib.org.uk
DTSTART;TZID=Europe/London:20100317T164500
DTEND;TZID=Europe/London:20100317T164500
DTSTAMP:20170315T113615Z
URL:https://www.m25lib.org.uk/events/coping-even-better-at-the-counter-eve
 nt-ref-no-tg4cebc1/
SUMMARY:Coping Even Better at the Counter [Event Ref. No. TG4/CEBC1]
DESCRIPTION:This course offers you theory and practice in the skills suppor
 ting good customer service and will help you to conduct effective face-to-
 face interactions. Intended for those with some experience of working in l
 ibraries\, it will also help you to respond to the changing customer expec
 tations and needs of a wide range of users.\n\nThere will be discussions a
 nd exercises as well as theory\, to explain why certain strategies work be
 tter than others\, and exchanges of experience are encouraged.\n\nTrainer 
 Sheila Ritchie has worked in LIS for many years. She trains people in pers
 onal and interpersonal skills using practical and transferable methods. \n
 \nProgramme\n\n09.30 Welcome\, coffee and introduction\nCourse 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 communica
 tion\n12.45 Lunch \n13.30 Non-verbal Communication: matching message and m
 eaning to the words\nDiverse user communities – helping everyone to bene
 fit from our services\n14.45 Break\n15.15 My skills for good face-to-face 
 communication\nBuilding on your strengths to benefit yourself and others\n
 16.30 Plenary review and personal action plans\n16.45 Course ends.\n\nPre-
 course Preparation\nPlease write notes on some of the customer service sit
 uations you have experienced - good and bad. We would like to gather mater
 ial 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 staff. Imagine yourself as someone with impaired mobility (in a wheel
 chair or unable to reach high for materials)\; how would you fare if seeki
 ng to use all the services?\n\nVenue: Room B211\, Brunei Gallery\, SOAS: h
 ttp://www.soas.ac.uk/visitors/location/  \n\nPlease note that there are li
 mited places available for this event.  \n\nTo book a place please use our
  online booking form or email the administrator via cpd25@lse.ac.uk \n\nCo
 st: £180 for CPD25 members and £220 for other institutions. \n\nCancella
 tions less than one week before the event will be charged a 50% cancellati
 on fee. In the event of a ‘no-show’ on the day\, the full fee will be 
 charged.
CATEGORIES:cpd25 Events
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