DEALING WITH DIFFICULT PEOPLE IN ACADEMIC LIBRARIES
29 October 2003, Edinburgh
The current emphasis in academic libraries on lifelong learning, social inclusion and widening participation means that users are becoming increasingly diverse, and have a broad range of needs and expectations.
These factors, together with rapid developments in ICT and changes in work practice, bring new demands on staff, and stressful situations can emerge as a result of these pressures.
BENEFITS FROM ATTENDING
This workshop will help participants deal more effectively with people who are angry or upset, and will play a vital role in reducing their stress levels at work. The day is designed to increase their confidence, and to help them provide a smooth and professional service.
BY THE END OF THE EVENT PARTICIPANTS WILL HAVE:
· looked at the various signals for difficult behaviour including non-verbal signs
· explored techniques to minimise the occurrence of conflict
· discovered how to deal with difficult situations more assertively, and how to help resolve them
· examined the effect of stress on communication, and explored how to deal with this
FEEDBACK FROM PREVIOUS PARTICIPANTS
"Very relevant to the problems we face."
"Positive and encouraging."
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. He has delivered many successful workshops for library and information professionals.
PROGRAMME
9.30 Registration and coffee
10.00 Welcome, introduction, and discussion about expectations
10.15 Overview of why difficult situations arise, and a look at how different teams and organisations have approached them
Input, exercises and discussion
10.45 Stress, and how it affects interaction between people
Input, exercises and discussion
11.15 Coffee
11.30 An overview of communication skills
Input, exercises and discussion
12.15 Approaches to dealing with difficult people
Input and discussion
1.00 Lunch
2.00 Problem situations
Input and discussion
3.00 Tea
3.15 Application of theory learned to some difficult situations identified by workshop participants
Input, exercises and discussion
4.30 Action planning
4.45 Review and evaluation
5.00 Close
PLACES ARE LIMITED TO: 20
FEES:
CILIP Personal members: £140 plus VAT (£24.50) £164.50
Institutional members: £169 plus VAT (£29.57) £198.57
Non members: £196 plus VAT (£34.30) £230.30
Student/Unwaged members: £25 plus VAT (£4.37) £29.37
HOW TO BOOK:
TO MAKE A CONFIRMED BOOKING:
Please print out and complete the booking form below and return it by fax to the Training & Development Department on 020 7255 0561, or post to: Training & Development, CILIP, 7 Ridgmount Street, London WC1E 7AE
TO PROVISIONALLY BOOK A PLACE:
To make a provisional booking simply telephone us on 020 7255 0560, textphone 020 7255 0505, visit our web pages at http://www.cilip.org.uk/training_events/cilip_courses/c30568.html, or email [log in to unmask]
(Provisional bookings will be held for three weeks. A confirmed booking must be received within this period or your place may be lost.)
BOOKING FORM:
I would like to book a confirmed place on DEALING WITH DIFFICULT PEOPLE IN ACADEMIC LIBRARIES, 29 OCTOBER 2003, EDINBURGH
Title: ____________ First name: _________________
Surname: ____________________________________
Job title: ____________________________________
Organisation: ________________________________
Address: ____________________________________
Town:________________ Postcode:______________
Email address: ________________________________
Tel___________________ Fax: __________________
Are you a CILIP member? YES __ NO __
Personal* __ Institutional __ Student** __ Unwaged __
* If you are a Personal Member, but your employer is paying, they will still be charged at Personal Member rate.
** The Student rate applies to personal payers only - but not if organisations are paying the fee
CILIP membership no: __________________________
Dietary/special requirements (sensory or physical)
___________________________________________
PAYMENT OF FEE:
Option 1: __ Please send an invoice
(your payment will be due within 30 days of the invoice date).
Please give invoice name and address if different from above:
____________________________________________________
____________________________________________________
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Option 2: __ I enclose a cheque (payable to CILIP) for £_______________
Please tick here if you require a receipt: __
Option 3: __ Please debit £_________ to my credit card
Credit card details:
Name of cardholder:_______________________
Card no: __________________________________
Expiry date: _________________________________
Signature: ___________________________________
PLEASE NOTE: cancellations received on the day will incur the full fee. If a cancellation is received in the seven working days prior to the event, 50% of the fee will be due.
PLEASE RETURN BOOKING FORM TO:
CILIP, Training & Development, 7 Ridgmount Street, London, WC1E 7AE, or fax back to 020 7255 0561.
CILIP keeps any personal information you supply for the purpose for which you have provided it. It is not passed to other organisations unless this is made explicit when you supply it or if we are legally required to do so. However the Institute may from time to time wish to send you information about other services or products it provides.
CILIP reserves the right to alter details or to cancel this event should the need arise. CILIP has provision for those in wheelchairs. Induction loops are also available.
CILIP, The Chartered Institute of Library & Information Professionals
Registered Charity no. 313014
Message sent by:
Iona Khan
Events Assistant, Training & Development
CILIP
7 Ridgmount Street
London
WC1E 7AE
Telephone: 020 7255 0560
Fax: 020 7255 0561
Email: [log in to unmask]
Visit our web pages at: www.cilip.org.uk/training <http://www.cilip.org.uk/training>
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