ASSERTIVENESS SKILLS FOR FRONTLINE STAFF
14 May, London
Although dealing directly with users can be rewarding, at times it can also
be difficult. In the busy environment of libraries and information centres
pressures of work can leave very little time for staff to communicate
effectively with users, and this can sometimes lead to misunderstanding,
friction, and lost opportunities. This workshop deals with the reality of
having to maintain excellent service despite the problems and pressures that
come across the counter, or from behind it.
BENEFITS OF THE COURSE:
This one-day workshop examines practical techniques of day to day
communication at work. It looks at how an understanding of our own and other
peoples' behaviour can avoid or resolve interpersonal and service problems.
The workshop is participative and grounded in actual workplace experience.
It invites delegates to look at how their own behaviour can make a real
difference to what may seem to be other people's problems.
BY THE END OF THE EVENT PARTICIPANTS WILL BE ABLE TO:
* identify ways of managing customer expectations
* gain practical help in listening and questioning skills
* gain an appreciation of different styles of behaviour
* learn how to apply practical assertiveness techniques
* be able to deal more effectively with difficult situations
* participate in an exchange of ideas and approaches
* consider plans for future action
PLACES ARE LIMITED TO: 20
WHO SHOULD ATTEND?
Anyone who works in a customer-facing role.
WORKSHOP LEADER:
John Hudson, Consultant, Hudson Rivers
John was formally a senior manager in the Development and Training Division
of BT and has had a long and varied career as a personnel professional. He
leads Hudson Rivers' work in communication and interpersonal skills.
PROGRAMME:
9.00 Registration and coffee
9.30 Welcome and Introductions
9.45 Workshop Agenda: what would make today useful for us?
10.00 1: Working on the front line
Competing pressures in the workplace
How is assertiveness helpful?
10.45 Coffee/tea
11.00 2: Communicating effectively
Practical work on communication skills including:
* active listening
* the power of non-verbal communication
* using questions effectively
* telephone techniques
12.30 Lunch
1.30 3: Dealing confidently with others
Practical work on:
* identifying different behaviour styles
* understanding our responses to different behaviours
* how to say no and other assertiveness techniques
* reaching a positive solution to difficult situations
3.00 Coffee/Tea
3.15 4: Resolving difficult situations
Case studies based on relevant practical experience
4.30 Action planning and course review
5.00 Action summary and end of workshop
FEES:
Personal members: £135 plus VAT (£23.62) £158.62
Institutional members: £163 plus VAT (£25.52) £191.52
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
the Training & Development Department 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 ASSERTIVENESS SKILLS FOR FRONTLINE
STAFF, 14 May, London
Surname: ____________________________________
First name: __________________________________
Job title: ____________________________________
Organisation: ________________________________
Address: ____________________________________
Town:________________ Postcode:______________
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Email: ______________________________________
Are you a CILIP 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.
CILIP 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:
____________________________________________________
____________________________________________________
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Please tick here if you require a receipt: __
Option 3: __ Please debit £_________ to my credit card
Credit card details:
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Expiry 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.
PLEASE RETURN BOOKING FORM TO:
Training & Development, CILIP Enterprises, CILIP, 7 Ridgmount Street,
London, WC1E 7AE, or fax back to 020 7255 0561.
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 Association may from time to time wish to send you information
about other services or products it provides.
CILIP, The Chartered Institute of Library & Information Professionals
Registered Charity no. 313014
Message sent by:
Iona Khan
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 website at: www.cilip.org.uk
