Here we are, already a few months into another new year. Wow, that time went fast! Many people make resolutions at the beginning of every year, knowing in their hearts that they won’t keep them. Why won’t they keep them? Because they haven’t thought through what new habits will be required to make sure “this one sticks” – or even why they want to make the change in the first place. And as we all know, the “deciding” to change…Find out more »
PLAN Webinar: Mindfully Managing Others: Getting the Results You Want with the Platinum Rule with Andrew Sanderbeck (Live)
As a supervisor or manager, how you approach and handle different situations in your organization will largely depend on the style of management you use. Being effective with the people that report to you involves more than just telling them what to do — it also involves choosing the right approach and management style to suit the situation and the employee. The challenge of successfully managing others is amplified by the differing needs of your staff in how they want…Find out more »
Have you ever been guilty of “not listening” (who, me??), even when you are right there in front of the speaker, looking them in the eye? Communication experts say that 42% to 57% of our time communicating is spent listening – or maybe we should say “hearing,” since we all can be adept at hearing without listening! Even in this day of emailing, instant messaging, and texting, we still need to “listen” to be able to communicate effectively. In this…Find out more »
Customer service – we hear about it every day, if not every hour! Sadly, what many call “service” in today’s world is simply the minimum attention required to get the transaction over with. We all know that with budget cuts and the ever-present “doing more with less,” there is still a need to make sure our patrons are being served – and being served well. Indeed, if our patrons are unhappy, there’s a strong likelihood that we may experience even…Find out more »
PLAN Webinar: 10 Ways to More Effectively Assert Yourself in the Workplace with Andrew Sanderbeck (Live)
Many people find it intimidating to have to share an idea or to “speak up” about something to a colleague, peer, or higher up. And being seen by others as someone who is more passive, introverted, and quiet probably doesn’t help. Fortunately, having a more assertive voice and presence doesn’t mean you have to change who you are. To be more assertive, you will need to change a few of your behaviors by learning and practicing some new skills. And…Find out more »
Although our work often brings us great joy, it can also present a few challenges – differing personalities, friction, work overload, patron demands, negativity – you get the picture! And when we take those challenges home with us in the form of stress, the cycle becomes a 24/7 rerun. In this single 90-minute session, we’re going to help you understand what’s really causing the stress – and it’s not always what we think. We’ll also discuss some simple steps to…Find out more »
The challenges surrounding homelessness can seem overwhelming. The homeless people taking refuge in your library have intractable problems, maybe mental illness, maybe an addiction. Homelessness itself has deep societal causes ranging from affordable housing to income disparity. What can a library possibly do, right?
Actually, a lot.
This live webinar offers two compelling perspectives on this topic.
Jared Oates, Niche Academy COO, shows how the most effective libraries are acting as a powerful catalyst within their own communities to implement practical and locally relevant solutions.
Ryan Dowd has been working with the homeless for decades and is currently the executive director of the second largest homeless shelter in Illinois. Ryan presents actionable advice on dealing with problems that arise every day in the library.
• Learn how to dealing effectively with the difficult situations that arise every day within the library–diffusing conflicts, enforcing rules, and responding with compassion.
• Discover how other libraries are acting as a powerful catalyst within their own communities to implement practical and locally relevant solutions to the challenges of the homeless.
• Discover additional resources and training opportunities. Continue reading
Oh, yes…they’re out there and they’re coming to your library. Angry, nasty and even downright unreasonable patrons on a mission to tell and show you how they feel. Their behaviors really are difficult!
The good news is that you can choose to not let them drag you down or ruin your day. And by using a few proven techniques and questions some of these angry patrons could actually leave feeling better!
The Dealing with Angry Library Patron Behaviors webinar is an interactive program filled with practical and useful information that you’ll be using to more effectively handle your angry patrons the next time they are in front of you!
Participants will learn and begin to master:
• Using the E+R=O technique to reduce stress and improve their response to situations they can or cannot control
• 3 powerful techniques for not “eating the angry customer’s poison” and not taking things personally
• Specific phrases to use with customers that help keep emotions under control Continue reading
If you look up the word “patience”…oh wait, you don’t have time to look up words, right? Who has the patience to do that anymore? Well, if you did decide to look it up, here’s what you’d find: “the capacity to accept or tolerate delay, trouble, or suffering without getting angry or upset.” Our next step should probably be to look up the word “delay,” as that particular word’s definition seems to have changed as far as the length of…Find out more »