We are now taking bookings for the following workshop:
Dealing with difficult users in academic libraries
28 January, London
The increase in student numbers, changes in the way courses are taught, the
loss of other facilities and the tightness of resources puts a lot of
pressure on all staff within academic situations. However, library staff are
often on the receiving end of much of the students' frustration.
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 positive outcome.
How will this event help you?
It will help you deal more effectively with users who are angry or upset and
will play a vital role in reducing your stress levels at work, increasing
your confidence and providing a smooth and professional service.
By the end of the workshop you will:
* be able to recognise the signals for difficult behaviour including
non verbal signs
understand 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.
Places limited to: 25
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. The previous
workshops he has directed for The Library Association have all been highly
successful.
Programme
9.30 Registration and coffee
10.00 Introductions and expectations
10.30 Introduction to stress and the effects on dealing with people.
Methods input, exercises and discussion.
11.15 Coffee
11.30 An overview of communication skills. Methods input, exercises and
discussion.
12.15 Approaches using the four points:
appearance, approach, assertiveness and anxiety. Methods
input and discussion
1.00 Lunch
2.00 Application of ideas to difficult situations identified by
participants
Methods input, exercises and discussion.
3.00 Tea
3.15 Problem situations
Methods inputs and discussion.
4.30 Action planning
4.45 Review and evaluation
5.00 Close
Fees
LA Personal members £120 plus VAT (£21.00) £141.00
LA Institutional members £143 plus VAT (£25.00) £168.00
Non members £168 plus VAT (£29.40) ££197.40
LA Student/unwaged members £25 plus VAT (£4.37) £29.37
To reserve your place please call Professional Development on 0171 636 7543
ext. 288/9. Alternatively you can email us at [log in to unmask]
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