ASSERTIVENESS SKILLS FOR FRONTLINE STAFF
6 April 2005, Birmingham
Dealing effectively with information centre users can be very rewarding but at
times it can also be very difficult.
In the busy environment of libraries and information centres the 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 ATTENDING:
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 people's 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 HAVE:
* identified ways of managing customer expectations
* gained practical help in listening and questioning skills
* gained an appreciation of different styles of behaviour
* learned how to apply practical assertiveness techniques
* learned how to deal more effectively with difficult situations
* participated in an exchange of ideas and approaches
* considered plans for future action
WHO SHOULD ATTEND?
Anyone who works in a customer-facing role.
WORKSHOP LEADER: JOHN HUDSON
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.
FEEDBACK FROM PREVIOUS PARTICIPANTS:
"This was the most useful workshop I have ever attended."
"Practical, reassuring advice."
PLACES ARE LIMITED TO: 18
PROGRAMME:
9.15 Registration and coffee
9.45 Welcome and Introduction
10.00 Workshop agenda: what would make today useful for us?
10.15 Working on the front line
Competing pressures in the workplace
How is assertiveness helpful?
11.00 Coffee
11.15 Communicating effectively
Practical work on communication skills including:
* active listening
* the power of non-verbal communication
* using questions effectively
* telephone techniques
12.45 Lunch
1.30 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 Tea
3.15 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
CILIP personal members: £145 plus VAT (£25.38) £170.38
CILIP institutional members: £175 plus VAT (£30.63) £205.63
Non members: £200 plus VAT (£35.00) £235.00
CILIP unwaged members: £25 plus VAT (£4.38) £29.38
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: Training & Development, CILIP, 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, email [log in to unmask] or visit this workshop's web page at http://www.cilip.org.uk/training/training/tld/assertfrontlinestaff.htm
(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,
6 April 2005, Birmingham
Title: ____________ First name: _________________
Surname: ____________________________________
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Address: ____________________________________
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Are you a CILIP member? YES __ NO __
Personal* __ Institutional __ Unwaged __
* 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)
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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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Option 2: __ I will send a cheque (payable to CILIP) for £_______________
Please tick here if you require a receipt: __
Option 3: __ Please debit £_________ to my credit card
Credit card details:
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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.
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 Institute may from time to time wish to send you information about other services or products it provides.
CILIP reserves the right to alter details or to cancel this event should the need arise. CILIP has provision for those in wheelchairs. Induction loops are also available.
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 web pages at: www.cilip.org.uk/training
