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UID:349@m25lib.org.uk
DTSTART;TZID=Europe/London:20100714T164500
DTEND;TZID=Europe/London:20100714T164500
DTSTAMP:20170315T114314Z
URL:https://www.m25lib.org.uk/events/coping-even-better-at-the-counter-eve
 nt-ref-no-tg4cebc2/
SUMMARY:Coping Even Better At The Counter [Event Ref. No. TG4/CEBC2]
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 a
 nd current issues\nWhat do customers want and need? What is bad and good s
 ervice?\n10.45 Break\n11.00 Assertive behaviour and how it aids communicat
 ion\n12.45 Lunch\n13.30 Non-verbal Communication: matching message and mea
 ning to the words\nDiverse user communities – helping everyone to benefi
 t from our services\n14.45 Break\n15.15 My skills for good face-to-face co
 mmunication\nBuilding on your strengths to benefit yourself and others\n16
 .30 Plenary review and personal action plans\n16.45 Course ends.\n\nPre-co
 urse Preparation\nPlease write notes on some of the customer service situa
 tions you have experienced - good and bad. We would like to gather materia
 l to use as real examples on the course.\n\nGo into a library you do not k
 now well. Act as if entering it for the first time – observe and make no
 tes on the foyer\, signage\, layout\, counter\, queues\, bookstock\, PCs a
 nd staff. Imagine yourself as someone with impaired mobility (in a wheelch
 air or unable to reach high for materials)\; how would you fare if seeking
  to use all the services?\n\nVenue: Burnside Room\, London Mathematical So
 ciety\, De Morgan House\, 57-58 Russell Square\, London WC1B 4HS\n\nPlease
  note that there are limited places available for this event.\n\nTo book a
  place please use our online booking form or email the administrator via c
 pd25@lse.ac.uk\n\nCost: £180 for CPD25 members and £220 for other instit
 utions.\n\nCancellations less than one week before the event will be charg
 ed a 50% cancellation fee. In the event of a ‘no-show’ on the day\, th
 e full fee will be charged.
CATEGORIES:cpd25 Events
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