Apologies for Cross Posting
The following courses will take place in February 2008 as part of the NoWAL General
Programme of Training. For further information see
http://www.nowal.ac.uk/general_programme.php
The NoWAL programme of staff training and development offers extensive opportunities for
professional and personal development. The main aim of the programme is to support and
develop the abilities required of library and related staff to deliver existing and future
services to users.
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20/02/2008
Customer service skills
10:00 - 13:00
Lancaster University - Room B17, The Library, Lancaster
Tutor: Rachel Beckett
http://www.nowal.ac.uk/general_programme.php?action=view&sql_id=15
Aim:
To help participants deal positively and professionally with their customers.
Objectives:
By the end of the session participants will be able to:
Identify who their customers are
Explain the importance of first impressions
Demonstrate key questioning skills
Describe the effect of different behaviours in a range of situations
Who Should Attend?
All staff who deal with customers in a front line capacity.
Comments from previous attendees
"A very informative and interesting course."
"Excellent trainer, very friendly and relaxed setting."
"Found the sections of the course on “positive behaviour”, “positive language”
and “barriers to listening” both useful and relevant to my job. There were no areas
that I felt were missing."
Prices
NoWAL members - £37.50
Externals - £50
Book a place on this course
http://www.nowal.ac.uk/general_programme.php?action=view&sql_id=15
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27/02/2008
Enquiry desk skills
10:00 - 16:30
University of Liverpool - Taylor Room, Sydney Jones Library
Tutor: Rachel Beckett
http://www.nowal.ac.uk/general_programme.php?action=view&sql_id=16
Aim:
This course provides an introduction to enquiry answering techniques. It will take
participants through the stages of the enquiry process. Consideration will also be given
to the interpersonal skills of successful enquiry work and how to deal positively with
common enquiry problems. The course also provides hands-on experience of how to get the
best out of a range of print and electronic sources in order to deal effectively with
enquiries.
Objectives:
By the end of the session participants will be able to:
List the stages of the enquiry process
Demonstrate key enquiry handling skills
Identify strategies for dealing with a range of enquiry situations
Identify, select and evaluate appropriate resources to answer enquiries
Plan an effective search strategy
Perform a search for specific information
Who Should Attend?
This course is aimed at all staff who have to answer enquiries as part of their role.
Comments from previous attendees
"The course was fantastic; interesting and informative and yet sufficiently informal to
allow us to all work together comfortably to achieve objectives."
"Clear, concise information broken down into easily understandable sections."
"Highly enjoyable course. Very well presented with fun and interesting exercises."
Prices
NoWAL members - £75
Externals - £100
Book a place on this course
http://www.nowal.ac.uk/general_programme.php?action=view&sql_id=16
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To see the full programme for Spring 2008 go to
http://www.nowal.ac.uk/general_programme.php
Booking information is available at
http://www.nowal.ac.uk/training_and_development.php?page_id=3
If you have any questions please do not hesitate to contact me.
Gil Young
NoWAL Support Officer
NoWAL: Widening access to library resources and improving learning and information
support services through innovation, influence and partnership.
Minshull House
47-49 Chorlton Street
Manchester
M1 3FY
0161 247 6021
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