4.8.2020 - Effective Workplace Communication for New Supervisors
Experts suggest that we are communicating in one way or another more than 90% of the time we are awake! Communication can be positive or negative, verbal, non-verbal or in writing. Communicating effectively is a learned skill that requires . . .
Congratulations you've been promoted in your library! What an exciting time - until you realize that you are now in charge of your peers. Navigating the potentially rocky terrain of becoming a supervisor to your former peers can be . . .
4.22.2020 - RA Rethink: Merchandising and Upselling Edition
If someone told you there’s a practical and easy way to increase circulation, patron visits, program attendance and the job satisfaction of your staff, would you do it? Of course you would. Librarian Becky Spratford has developed a method you . . .
5.13.2020 - Self Care Is Not Selfish: Preventing Burnout
Do you find yourself always being busy at work? Working past your regular hours? Thinking about work night and day? Not taking your vacation time? Starting to dread going to work, getting sick a lot, or feeling overworked and exhausted? You are not . . .
Good decisions do not happen by chance. They are the result of a step-by-step decision-making process that includes understanding the effect of emotional and situational influences. This interactive one-hour webinar will help participants assess . . .
6.3.2020 - Customer Service on the Telephone and by Email
Communicating with a customer on the phone or via email can sometimes be a difficult task. Without seeing an individual’s body language, messages can lose clarity and meanings can be easily misinterpreted. When clarity and understanding are . . .
6.17.2020 - The Silver Tsunami and Your Library-Learn to Surf or Be Swept Away!
The news is everywhere about the aging of America and our changing population. Aging affects the individual, the family, and the community. What does this mean for you and your library? Come hear the latest research and learn about trends . . .
6.24.2020 - Mental Health Issues and Your Library: An Introduction
This webinar will introduce the topic of mental health as it pertains to a library setting. Among other topics, attendees will learn to recognize the signs of mental illness, to differentiate among common types of disorders, and how to . . .
The elements of professionalism are important to internal customer service, which includes providing services to others within your organization, and treating them as you would treat external customers. Showing professionalism in the workplace . . .
7.14.2020 - De-escalation and Productive Conversations: Working with Individuals Experiencing Mental Health Challenges in a Library Setting
This session delves more deeply into strategies to work productively with individuals experiencing mental health challenges. What are good policies to have in place? How to de-escalate (talk down) someone in a crisis? What should we never do when . . .
You know you should. You wish you could. But delegation has never been your strong suit. Take heart! This is definitely an area you can improve in – it just takes knowing yourself, knowing your employees, and knowing how to put that knowledge . . .
8.11.2020 - Compassionate Collaborations: Innovative Library Programs and Partnerships Around Mental Health
Learn what libraries big and small around the country are doing to meet the needs of those who fall through the cracks of our mental health systems. Attendees will learn best practices in partnerships by hearing about existing partnerships. Learn how . . .
8.12.2020 - Managing a Professional Customer Service Team
Managing a team of even the most talented customer service professionals can be difficult. The secret ingredient to professional customer service in any organization is the people who work in it. Every organization has good days and bad days and the . . .
10.7.2020 - Raising the Bar! Tools for Continuous Improvement with Your Customer Service Team
Management thinker Peter Drucker said “what gets measured gets managed”. How do you measure success(es) with your customer service team? And how do you manage your team to build upon those successes to raise the bar to achieve more?
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