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ASSERTIVENESS SKILLS FOR FRONTLINE STAFF 2 May 2007, London 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. This course 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 course 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 course is participative and grounded in actual workplace experience. It invites participants 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 · learned about different styles of behaviour · practised 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. COURSE 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. He leads Hudson Rivers' work in communication and interpersonal skills. FEEDBACK FROM PREVIOUS PARTICIPANTS: "This was the most useful course I have ever attended." "Practical, reassuring advice." PROGRAMME: 9.15 Registration and coffee 9.45 Welcome and Introduction 10.00 Course 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 course PLACES ARE LIMITED TO: 18 FEES CILIP personal members: £150 plus VAT (£26.25) £176.25 CILIP institutional members: £180 plus VAT (£31.50) £211.50 Non members: £210 plus VAT (£36.75) £246.75 CILIP unwaged £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/2007/persdev/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, 2 May 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 __ Student** __ Unwaged __ * If you are a Personal Member, but your employer is paying, they will still be charged at Personal Member rate. ** The Student rate applies to personal payers only - but not if organisations are paying the fee 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