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UID:215@m25lib.org.uk
DTSTART;TZID=Europe/London:20080124T163000
DTEND;TZID=Europe/London:20080124T163000
DTSTAMP:20170315T112351Z
URL:https://www.m25lib.org.uk/events/coping-even-better-at-the-counter/
SUMMARY:Coping Even Better at the Counter
DESCRIPTION:Venue: B211\, SOAS\nThis course is a full day\, expanded versio
 n of Sheila Ritchie's popular Coping at the Counter session.\n\nIt will be
  suitable for anyone who is involved in customer facing roles and wishes t
 o improve their communication skills. It may be of particular use for thos
 e who supervise staff working on service points.\n\nAim & Objectives\nThis
  course offers you theory and practice in the skills supporting good custo
 mer service and will help you to conduct effective face-to-face interactio
 ns. It will also help you to respond to the changing customer expectations
  and needs of a wide range of users.\n\nPre-course Preparation\nPlease wri
 te 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 enter
 ing it for the first time – observe and make notes on the foyer\, signag
 e\, layout\, counter\, queues\, bookstock\, PCs and staff. Imagine yoursel
 f as someone with impaired mobility (in a wheelchair or unable to reach hi
 gh for materials)\; how would you fare if seeking to use all the services?
 \n\nMethods of Training\nThere will be discussions and exercises as well a
 s theory\, to underpin and explain why certain strategies work better than
  others. There will be an emphasis on helping yourself and others to learn
 \, so exchanges of experience are encouraged.\n\nTrainer\nSheila Ritchie h
 as worked in the library and IT industries for many years. She trains peop
 le in personal and interpersonal skills using practical and transferable m
 ethods.\n\nProgramme\n\n09.30 Welcome\, coffee and introduction\nCourse ob
 jectives and current issues\nWhat do customers want and need? What is bad 
 and good service?\n10.45 Break----------------------\n11.00 Assertive beha
 viour and how it aids communication\n12.45 Lunch\n13.30 Non-verbal Communi
 cation: matching message and meaning to the words\nDiverse user communitie
 s – helping everyone to benefit from our services\n15.00 Break----------
 ------------\n15.15 My skills for good face-to-face communication\nBuildin
 g on your strengths to benefit yourself and others\n16.30 Plenary review a
 nd personal action plans\n16.45 Course ends\n\nCost £110 for cpd25 member
 s and £160 for other institutions\, including lunch and refreshments. \n\
 nTo book please email Suzy Ball\, cpd25 administrator\n\nPlease note that 
 there are limited places available for this event. Cancellations less than
  one week before the event will be charged a 50% cancellation fee. In the 
 event of a ‘no-show’ on the day\, the full fee will be charged
CATEGORIES:M25 Events
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