 |
 |
Apologies for Cross Posting The following courses will take place in February 2008 as part of the NoWAL General Programme of Training. For further information see http://www.nowal.ac.uk/general_programme.php The NoWAL programme of staff training and development offers extensive opportunities for professional and personal development. The main aim of the programme is to support and develop the abilities required of library and related staff to deliver existing and future services to users. —-------------------------------------------------------- 20/02/2008 Customer service skills 10:00 - 13:00 Lancaster University - Room B17, The Library, Lancaster Tutor: Rachel Beckett http://www.nowal.ac.uk/general_programme.php?action=view&sql_id=15 Aim: To help participants deal positively and professionally with their customers. Objectives: By the end of the session participants will be able to: Identify who their customers are Explain the importance of first impressions Demonstrate key questioning skills Describe the effect of different behaviours in a range of situations Who Should Attend? All staff who deal with customers in a front line capacity. Comments from previous attendees "A very informative and interesting course." "Excellent trainer, very friendly and relaxed setting." "Found the sections of the course on “positive behaviour”, “positive language” and “barriers to listening” both useful and relevant to my job. There were no areas that I felt were missing." Prices NoWAL members - £37.50 Externals - £50 Book a place on this course http://www.nowal.ac.uk/general_programme.php?action=view&sql_id=15 —-------------------------------------------------------- 27/02/2008 Enquiry desk skills 10:00 - 16:30 University of Liverpool - Taylor Room, Sydney Jones Library Tutor: Rachel Beckett http://www.nowal.ac.uk/general_programme.php?action=view&sql_id=16 Aim: This course provides an introduction to enquiry answering techniques. It will take participants through the stages of the enquiry process. Consideration will also be given to the interpersonal skills of successful enquiry work and how to deal positively with common enquiry problems. The course also provides hands-on experience of how to get the best out of a range of print and electronic sources in order to deal effectively with enquiries. Objectives: By the end of the session participants will be able to: List the stages of the enquiry process Demonstrate key enquiry handling skills Identify strategies for dealing with a range of enquiry situations Identify, select and evaluate appropriate resources to answer enquiries Plan an effective search strategy Perform a search for specific information Who Should Attend? This course is aimed at all staff who have to answer enquiries as part of their role. Comments from previous attendees "The course was fantastic; interesting and informative and yet sufficiently informal to allow us to all work together comfortably to achieve objectives." "Clear, concise information broken down into easily understandable sections." "Highly enjoyable course. Very well presented with fun and interesting exercises." Prices NoWAL members - £75 Externals - £100 Book a place on this course http://www.nowal.ac.uk/general_programme.php?action=view&sql_id=16 —-------------------------------------------------------- To see the full programme for Spring 2008 go to http://www.nowal.ac.uk/general_programme.php Booking information is available at http://www.nowal.ac.uk/training_and_development.php?page_id=3 If you have any questions please do not hesitate to contact me. Gil Young NoWAL Support Officer NoWAL: Widening access to library resources and improving learning and information support services through innovation, influence and partnership. Minshull House 47-49 Chorlton Street Manchester M1 3FY 0161 247 6021 "Before acting on this email or opening any attachments you should read the Manchester Metropolitan University's email disclaimer available on its website http://www.mmu.ac.uk/emaildisclaimer "