Handling difficult situations/customers can be both stressful and difficult.
Discover how to deal with such situations with confidence in:
Dealing with difficult users in public libraries
a one day workshop on 25 May, at LAHQ, in London
It is little wonder that there are often pressurised situations to deal with
in public libraries - given that more people are using the public library as
services expand, while staffing levels often remain static.
You may be familiar with disputes, disagreements and disruptive events in
your work. How you deal with these situations can seriously affect whether
you achieve a suitable outcome.
How will this event help you?
It will help you deal more effectively with users who are angry or upset and
will play a vital role in reducing your stress levels at work, increasing
your confidence and providing a smooth and professional service.
By the end of the day you will:
* be able to recognise the signals for difficult behaviour - including
non verbal signs
* have practised techniques to avoid conflict arising
* deal more assertively with difficult situations to help resolve them
* recognise the effect f stress on communication and understand how to
deal with this
Workshop leader: Peter Firkin, Continuing to Learn/Trainers. Peter has
worked as a trainer in the voluntary and statutory sectors for a number of
years. The previous workshops he has directed for The Library Association
have all been highly successful.
Comments from previous participants
"Peter's enthusiasm throughout the day was infectious"
"An interesting, informative and enjoyable day"
Programme
9.30 Registration and coffee
10.00 Welcome, introductions and expectations
10.30 Introduction to stress and the effects on dealing with people
Methods - input, exercises and discussion
11.15 Coffee
11.30 An overview of communication skills
Methods - input, exercises and discussion
12.15 Approaches using the four points: appearance, approach,
assertiveness and anxiety
Methods - input and discussion
1.00 Lunch
2.00 Application of ideas using difficult situations identified by
participants
Methods - input, exercises and discussion
3.00 Tea
3.15 Problem situations
Methods - inputs and discussion
4.30 Action planning
4.45 Review and evaluation
5.00 Close
Fees
LA Personal members £120 plus VAT(£21.00) £141.00
LA Institutional members £143 plus VAT (£25.00) £168.00
Non members £168 plus VAT (£29.40) £197.40
LA Student/unwaged member £25 plus VAT (£4.37) £29.37
Places are limited to: 25
How to book
To make a confirmed booking simply complete the booking form below and
return it by fax to Professional Development on 020 7255 0561.
Alternatively, to make a provisional booking please call us on 020 7255
0560, textphone 020 7255 0505 or email [log in to unmask]
N.B. Please note that due to building work at LAHQ there will unfortunately
be no lifts available from 17th April until the end of September. Those
booking for Library Association courses should be aware that the only means
of access to all facilities at LAHQ during this period will be via stairs.
This could mean having to ascend and descend 43 stairs at least 7 times
during the day for coffee, lunch tea and comfort breaks. We appreciate that
this may cause some difficulty and apologise for any inconvenience that this
may cause.
bookingform
I would like to confirm a place on the following
Workshop: (this constitutes a confirmed booking)
Title of event:
___________________________ Date: ___/___/___
Surname: ____________________________________
First name: __________________________________
Job title: ____________________________________
Organisation: ________________________________
Address: ____________________________________
Town:________________ Postcode:______________
Tel___________________ Email: _______________
Are you a LA Member? YES __ NO __
Personal __ Institutional __ Student __ Unwaged __
N.B. If you are a Personal Member, but your employer is
paying, they will still be charged at Personal Member rate.
LA membership no: __________________________
Dietary/special requirements (sensory or physical)
___________________________________________
Payment of fee
EITHER:
__ Please invoice. Please give name and address
if different from above:
____________________________________________________
____________________________________________________
(Payment is required within 30 days of invoice)
__ I enclose a cheque for: £_______________
(payable to The Library Association)
__ Please tick if a receipt is required
OR
__ Please debit by credit card for: £_________
Card no: __________________________________
Expiry date: _________________________________
Signature: ___________________________________
Name of cardholder:_______________________
Cancellation of a confirmed booking on the day will incur the full fee, or
if received 7 working days prior to the event, 50% of the fee will be due.
Please return to:
Professional Development, LA Enterprises, The Library Association, 7
Ridgmount Street, London, WC1E 7AE
or fax us on 020 7255 0561.
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