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DEALING WITH DIFFICULT SITUATIONS IN ACADEMIC LIBRARIES 23 January 2007, London The increase in student numbers, changes in the way courses are taught, the loss of other facilities and restricted resources puts a lot of pressure on all staff within the academic sector. However, library staff are also often on the receiving end of much of the students' frustration. Library staff may be familiar with disputes, disagreements and disruptive events in their work, but how these situations are dealt with can seriously affect whether a suitable outcome is achieved. BENEFITS OF ATTENDING The course will help participants deal more effectively with users who are angry or upset and will play a vital role in reducing their stress levels at work, increasing their confidence and providing a 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 avoid conflict arising · discovered how to deal more assertively with difficult situations to help resolve them · examined the effect of stress on communication and explored how to deal with this WHO SHOULD ATTEND? Frontline staff working in the academic sector. COURSE LEADER: PETER FIRKIN Peter has worked as a trainer for over 25 years. He has considerable experience in the development of training and learning and specialises in a number of areas including coaching, managing staff development, presentation skills and managing difficult situations. PROGRAMME 9.30 Registration and coffee 10.00 Welcome, introductions and expectations 10.15 Overview of the situation - team and organisational approaches Methods input, and discussion 10.45 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 1.00 Lunch 2.00 Approaches to dealing with difficult users and problem situations Methods inputs and discussion 3.00 Tea 3.15 Cont. Methods input, exercises and discussion 4.30 Action planning 4.45 Review and evaluation 5.00 Close PLACES ARE LIMITED TO: 20 FEES: CILIP personal members: £170 plus VAT £199.75 CILIP institutional members: £205 plus VAT £240.88 Non members: £240 plus VAT £282.00 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/2007/persdev/dealingdifficultacademic.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 DEALING WITH DIFFICULT SITUATIONS IN ACADEMIC LIBRARIES, 23 January 2007, London Title: ____________ First name: _________________ Surname: ____________________________________ Job title: ____________________________________ Organisation: ________________________________ Address: ____________________________________ Town:________________ Postcode:______________ Email address: ________________________________ Tel___________________ Fax: __________________ Are you a CILIP member? YES __ NO __ Personal* __ Institutional __ * 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: Invoice Name________________________________________ Invoice Address_______________________________________ _____________________________________Postcode_________ Option 2: __ I will be sending 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: Name of cardholder:_______________________ Card no: __________________________________ Security code: _ _ _ Address the card is registered to _____________________________________________________________________ _____________________________________________________________________ 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. 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: Cara Watson 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