Dear Colleagues,
There are a few spare places on the above half-day course:
This half-day workshop is designed to raise your confidence in face-to-face interactions with library users. It covers theory and practice in skills for assertive and appropriate behaviour towards library users. There will be discussions, exercises and theory to explain and illustrate why certain strategies work better than others; exchanges of experience are encouraged. Trainer Sheila Ritchie has worked in LIS for many years. She trains people in personal and interpersonal skills using practical and transferable methods.
Programme
09.30 Welcome, coffee and introduction
Course objectives and current issues Participants' jobs: the good and the not-so-easy What do customers want and need?
What is bad and good service?
10.45 Break
11.00 Assertive behaviour and how it aids communication. Dealing with typical counter situations well
12.30 Workshop ends.
Pre-course Preparation
Please write notes on some of the customer service situations you have experienced. This material will be used as real examples on the workshop.
Venue: Cayley Room, London Mathematical Society, De Morgan House, 57-58 Russell Square, London WC1B 4HS
To book a place please use the online booking form at http://www.cpd25.ac.uk/ or email the administrator at [log in to unmask]
Cost: £120 for CPD25 members, and £150 for other institutions, including refreshments.
Cancellations less than one week before the event will be charged a 50% cancellation fee. In the event of a 'no-show' on the day, the full fee will be charged.
With best wishes,
Claire.
Claire Hackshall
cpd25 Administrator
M25 Support Team
LSE Library
10 Portugal Street
London WC2A 2HD
Email: [log in to unmask]
Tel: 0207 955 6452
Website: www.cpd25.ac.uk
Please access the attached hyperlink for an important electronic communications disclaimer: http://www.lse.ac.uk/collections/planningAndCorporatePolicy/legalandComplianceTeam/legal/disclaimer.htm
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