The Impact of Words

Words to Use vs. Words to Lose

The words we use impact the quality of service delivered by library staff. Some words (words to use) satisfy customer needs and wants, connecting us to customers in meaningful ways. Others (words to lose) are negative, destructive, and disconnect us from customers. This webinar reveals the importance words have on our interactions with both internal and external library customers. The session is library focused and offers specific examples of how ‘words to use’ can help library staff members be more effective in dealing with real-life everyday customer situations.

Steve founded Think & Do in 1989 after a 25 year career as an educator, trainer and business consultant. He has worked with a wide variety of clients from international organizations like Hewlett-Packard, Johnson & Johnson and the Marriott Corporation to municipalities and libraries nationwide. Steve’s passion is to help organizations cultivate customer relationships by offering products and services that promote, reinforce and enrich a customer-centered culture.

Staff from Florida libraries may register for this workshop at no charge. Priority will be given to SEFLIN members. Non-members will be placed on a waiting list and added as space permits after the registration deadline.

Please register on the SWFLN CE Calendar at

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