***Apologies for Cross-Posting***
****REMINDER****
There are still places left for this event - if you are
thinking of coming and are unable to send a firm booking
yet, I would be grateful for expressions of
interest/provisional bookings as I need to get an idea of
potential numbers.
Many thanks.
CILIP University, College and Research Group (South West)
presents:
a WORKSHOP with Jeanette Western on:
Assertiveness Skills and Dealing with Difficult Users
18 June 2003
10.00 - 4.30
Crossmead Conference Centre, University of Exeter
AIM
To build on participants existing assertiveness skills in
managing interactions with customers.
OBJECTIVES
At the end of the learning event participants will be able
to:
° identify the differences between different types of
behaviour
° know how assertiveness can help difficult
situations with customers
° increase levels of self-confidence
° demonstrate the effects of non-verbal behaviour
° use specific assertiveness skills in managing
difficult situations
COURSE OUTLINE
10.00am Arrival and coffee
10.30am WHAT IS ASSERTIVENESS?
An opportunity for participants to explore different types
of behaviour and how and how they can affect different
situations.
11.15am HOW CAN BEING ASSERTIVE HELP CUSTOMER
INTERACTIONS?
Using practical examples participants can look at applying
the principles of assertiveness to specific work
situations.
12.00am THE EFFECTS OF NON-VERBAL BEHAVIOUR
Individuals and the effects of non-verbal behaviour.
12.30pm Lunch
1.30pm MANAGING DIFFICULT SITUATIONS WITH CUSTOMERS
Using specific assertiveness skills in managing difficult
interactions with customers. A series of practical
exercises will be used to assist participant learning.
3.00pm Tea
3.15pm MANAGING DIFFICULT SITUATIONS WITH CUSTOMERS
(cont.)
4.30pm Close
PLEASE NOTE:
The learning event will be delivered informally and
participants will be encouraged to contribute. The event
will use practical workplace examples.
Price of event (including lunch):
50.00 + VAT to CILIP members
60.00 + VAT to non-members
Places are limited to 24 so book now to secure your place!
Closing date for bookings: Monday 2nd June
We reserve the right to claim payment in the event of
cancellations after the bookings closing date. However, if
you need to cancel after this date, do feel free to send
someone in your place instead.
BOOKING FORM
Assertiveness Skills and Dealing with Difficult Users
18 June 2003
Name...........................................................................................................................
Institution.....................................................................................................................
Address
........................................................................................................................
........................................................................................................................
Telephone...................................................................................................................
Email...........................................................................................................................
CILIP Membership No. (if
applicable).........................................................................
Dietary
Requirements..................................................................................................
Please state below the name and address to which an invoice
should be sent after the event. Please send no money now.
Invoice address (in full)
........................................................................................................................
........................................................................................................................
Please return completed form by email to:
[log in to unmask]
or by post to:
Caroline Gale
Main Library
University of Exeter
Stocker Road
Exeter EX4 4PT
----------------------
Caroline Gale
Acting Subject Librarian
Main Library
University of Exeter
Stocker Road
Exeter EX4 4PT
Tel: 01392 263884
Fax: 01392 263871
Email: [log in to unmask]
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