DEALING WITH DIFFICULT SITUATIONS IN PUBLIC LIBRARIES
26 April 2007, 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.
BENEFITS OF ATTENDING
The day will help participants deal more effectively with users who are angry or upset and will play a vital role in reducing stress levels at work, increasing confidence and
providing a smooth and professional service.
BY THE END OF THE COURSE PARTICIPANTS 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 of stress on communication and understand how to deal with this
WHO SHOULD ATTEND?
Frontline staff working in public libraries.
COURSE LEADER: PETER FIRKIN
Peter has worked as a trainer for over 25 years. He has considerable experience in the development of training and learning and specialises in a number of areas including coaching, managing staff development, presentation skills and managing difficult situations.
PROGRAMME
9.30 Registration and coffee
10.00 Welcome, introductions and expectations
10.30 Introduction to stress and the effects on dealing with people
11.15 Coffee
11.30 An overview of communication skills
1.00 Lunch
2.00 Approaches to dealing with difficult users and problem
3.00 Tea
3.15 Approaches to dealing with difficult users and problems continued.
4.30 Action planning
4.45 Review and evaluation
5.00 Close
FEES:
CILIP personal members: £170 plus VAT £199.75
CILIP institutional members: £205 plus VAT £240.88
Non members: £240 plus VAT £282.00
PLACES ARE LIMITED TO: 20
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, email [log in to unmask] or visit this workshop's web page at http://www.cilip.org.uk/training/training/2007/persdev/dealingdifficultpublic.htm
(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 SITUATIONS IN PUBLIC LIBRARIES, 26 April 2007, London
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:
Invoice Name________________________________________
Invoice Address_______________________________________
_____________________________________Postcode_________
Option 2: __ I will be sending 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: __________________________________ Security code: _ _ _
Address the card is registered to _____________________________________________________________________
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Expiry date: _________________________________
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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.
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:
Cara Watson
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
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