DEALING WITH DIFFICULT USERS IN ACADEMIC LIBRARIES
23 January, London
Increases in student numbers, changes in the way courses are taught, and the
loss of resources and facilities all put a lot of pressure on staff within
academic institutions. On top of all of this the library staff are often on
the receiving end of much of the users' frustration.
This course is for anyone that has to deal with challenging situations
involving users in academic libraries. It is designed to help them to manage
these difficult situations effectively, and thereby to reduce the amount of
stress and disruption they have to deal with in the course of their work.
BENEFITS FROM ATTENDING
This workshop will help participants deal more effectively with users who
are angry or upset, and will play a vital role in increasing delegates'
confidence, helping them to provide a consistently smooth and professional
service.
BY THE END OF THE EVENT PARTICIPANTS WILL HAVE:
* looked at the various signals for difficult behaviour - including
non-verbal signs
* explored techniques to minimise conflict
* discovered how to deal more assertively with difficult situations
* examined the effect of stress on communication, and explored how to deal
with this
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.
PLACES ARE LIMITED TO: 24
FEES:
Personal members: £135 plus VAT (£23.62) £158.62
Institutional members: £163 plus VAT (£28.52) £191.25
Non members: £189 plus VAT (£33.07) £222.07
Student/Unwaged members: £25 plus VAT (£4.37) £29.37
HOW TO BOOK:
TO MAKE A CONFIRMED BOOKING:
Please print out and complete the booking form below and return it by fax to
Professional Development on 020 7255 0561, or post to: 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, or email [log in to unmask]
(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 USERS IN ACADEMIC LIBRARIES (23 January, London)
Surname: ____________________________________
First name: __________________________________
Job title: ____________________________________
Organisation: ________________________________
Address: ____________________________________
Town:________________ Postcode:______________
Tel___________________ Fax: __________________
Email: ______________________________________
Are you a LA Member? YES __ NO __
Personal* __ Institutional __ Student __ Unwaged __
*N.B. If you are a Personal Member, but your employer is paying, they will
still be charged at Personal Member rate.
LA 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:
____________________________________________________
____________________________________________________
____________________________________________________
Option 2: __ I enclose a cheque (payable to The Library Association) 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: __________________________________
Expiry date: _________________________________
Signature: ___________________________________
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.
PLEASE RETURN BOOKING FORM TO:
Professional Development, LA Enterprises, The Library Association, 7
Ridgmount Street, London, WC1E 7AE, or fax back to 020 7255 0561.
The Library Association 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 Association may from time to time
wish to send you information about other services or products it provides.
Registered Charity no. 313014
Message sent by:
Helen Finch
Marketing Executive, Professional Development
The Library Association
7 Ridgemount Street
London
WC1E 7AE
Telephone: 020 7255 0563
Fax: 020 7255 0561
Email: [log in to unmask]
Visit our website at: www.la-hq.org.uk
