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In the busy environment of libraries and information centres the pressures of work can leave very little time for staff to communicate effectively with users. This course deals with the reality of having to maintain excellent service despite the problems and pressures that come across the counter, or from behind it.
Benefits of attending
This one-day course examines practical techniques of day-to-day communication at work. It looks at how an understanding of our own and other peoples' behaviour can avoid or resolve interpersonal and service problems. The course is participative and grounded in actual workplace experience. It invites participants to look at how their own behaviour can make a real difference to what may seem to be other people's problems.
By the end of the course participants will have:
- identified ways of managing customer expectations
- gained practical help in listening and questioning skills
- learned about different styles of behaviour
- practised assertiveness techniques
- learned how to deal more effectively with difficult situations
- participated in an exchange of ideas and approaches
- considered plans for future action
Who should attend?
Anyone who works in a customer-facing role.
Programme
| Registration & coffee |
09.15 |
| Start |
09.45 |
| Lunch |
12.45 |
| Close |
17.00 |
- Working on the front line
- Competing pressures in the workplace
- How is assertiveness helpful?
- Communicating effectively
- Practical work on communication skills including:
· active listening
· the power of non-verbal communication using questions
· effectively telephone techniques
- Dealing confidently with others
- Practical work on:
· identifying different behaviour styles
· understanding our responses to different behaviours
· how to say no and other assertiveness techniques
· reaching a positive solution to difficult situations
- Resolving difficult situations
- Case studies based on relevant practical experience
- Action planning and course review
Places are limited to: 18
Course Leader: John Hudson
Fees:
CILIP personal members: £180 plus VAT £211.50
CILIP organisation members: £220 plus VAT £258.50
Non members: £255 plus VAT £299.63
CILIP unwaged £30 plus VAT £35.25
Updated: 16 July 2008