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 »
What comes to mind when you think of the word “coach?” It’s likely that you’ll think of words like encourage, teach, help, develop, grow, train, instruct, mentor, and advise. Whew! That’s a big job! And the reason it’s such a big job is that effective coaching is critical to “winning” – or as we say in the workplace – “success.” Success doesn’t just happen though, does it? It often takes someone coming alongside to coach and mentor others to give…Find out more »
PLAN Webinar: Are You a Negative Nell or a Positive Paul? Reducing Our Tendency to Embrace the Negative with Linda Bruno
Have you ever noticed how easy it is to get drawn into the world of the “Negative Nells?” And how much more difficult it is to join Positive Paul’s party? Have you ever noticed that we often tend to share our negativity with others – our co-workers and our patrons? They often “catch” our negativity, make it their very own, and proceed to share it with even more people! What we sometimes forget is that holding on to negativity or…Find out more »
We say that our staff members are the most important resource for achieving the library’s mission and goals. Supervisors spend valuable time to recruit, interview, and hire the right person at the right time. And yet often, once the new employee is just another staff member, it’s easy to forget to look at them as individuals – each with unique knowledge, skills, and talents. So how do we decide who is the best for a particular task or project? One…Find out more »