DESIGNING AND IMPLEMENTING POLICIES FOR MANAGING DIFFICULT SITUATIONS
5 July 2007, London
Increasingly, difficult and potentially aggressive users or customers are seen as part of the library. Staff will be familiar with disputes, disagreements and disruptive events that occur in their work. How staff deal with these situations at the beginning and during can seriously alter the outcomes. This one-day workshop sets out to look at difficult situations and the management strategies for dealing with them.
BENEFITS OF ATTENDING
By the end of the day participants will have:
· the tools to assess the real and imagined risk of difficult situations within libraries
· explored the attitudes to difficult situations facing staff within libraries
· developed appropriate strategies for preventing situations or to reduce the levels of anxiety among members of staff
· developed appropriate responses to episodes
· developed appropriate 'after the event' responses to those who have been involved in incidents
WHO SHOULD ATTEND?
Managers and senior library staff who are responsible for developing staff policies.
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
10.00 Welcome and introduction
10.20 What are we dealing with?
10.40 The three levels of strategy
Analysis exercise and input
11.0 Coffee
11.15 Strategy level one
Working on developing appropriate policies and strategies
12.30 Lunch
1.30 Strategy level two
Examining the incidents
What do they show us?
2.30 Strategy level three
After the incident
3.30 Tea
3.45 Action plans
Individual and group
4.45 Evaluation
5.00 Close
PLACES ARE LIMITED TO: 18
FEES:
CILIP personal members: £190 plus VAT £223.25
CILIP institutional members: £230 plus VAT £270.25
Non members: £265 plus VAT £311.38
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/md/Designingpoliciesmanagingdiffsituations.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 DESIGNING AND IMPLEMENTING POLICIES FOR MANAGING DIFFICULT SITUATIONS, 5 July 2007, London
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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: __________________________
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PAYMENT OF FEE:
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(Your payment will be due within 30 days of the invoice 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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