DEALING WITH DIFFICULT PEOPLE IN PUBLIC LIBRARIES
CILIP workshop, 14 November 2002, London
With the implementation of the People's Network the range of services
offered within public libraries has grown, and a diverse range of users with
varying expectations has been attracted. The demands on public librarians
have increased as a result, and stressful situations often arise.
This day is designed to help staff in public libraries manage difficult
situations more effectively, and to reduce the stress and disruption caused.
BENEFITS FROM ATTENDING
This workshop 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 minimise the occurrence of conflict
* discovered how to deal more assertively with difficult situations, and to
help resolve them
* examined the effect of stress on communication, and explored how to deal
with this
WORKSHOP LEADER
Peter Firkin, Continuing to Learn/Trainers
Peter has worked as a trainer in the voluntary and statutory sectors for a
number of years. He has delivered many successful workshops for library and
information professionals.
PLACES ARE LIMITED TO: 25
PROGRAMME
9.30 Registration and coffee
10.00 Welcome, introduction and discussion about expectations
10.15 Overview of why difficult situations arise, and a look at how
different teams and organisations have approached them
(Input, exercises and discussion)
10.45 Stress, and how it affects interaction between people
(Input, exercises and discussion)
11.15 Coffee
11.30 An overview of communication skills
(Input, exercises and discussion)
12.15 Approaches to dealing with difficult people
(Input and discussion)
1.00 Lunch
2.00 Problem situations
(Input and discussion)
3.00 Tea
3.15 Application of theory learned to some difficult situations
identified by workshop participants
(Input, exercises and discussion)
4.30 Action planning
4.45 Review and evaluation
5.00 Close
FEES:
CILIP Personal members: £135 plus VAT (£23.62) £158.62
Institutional members: £163 plus VAT (£28.52) £191.25
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: 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, visit our web pages at
<http://www.cilip.org.uk/employ/c0968.html> , 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 DEALING WITH DIFFICULT PEOPLE IN
PUBLIC LIBRARIES, 14 November 2002, London
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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: __________________________
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Please give invoice name and address if different from above:
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Please tick here if you require a receipt: __
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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
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