The increase in student numbers, changes in the way courses are taught, the loss of other facilities and restricted resources puts a lot of pressure on all staff within the academic sector. However, library staff are also often on the receiving end of much of the students’ frustration.
Library staff may be familiar with disputes, disagreements and disruptive events in their work, but how these situations are dealt with can seriously affect whether a suitable outcome is achieved.
Benefits of attending
The course will help participants deal more effectively with users who are angry or upset and will play a vital role in reducing their stress levels at work, increasing their confidence and providing a smooth and professional service.
By the end of the event participants will have:
- looked at the various signals for difficult behaviour ? including non verbal signs
- explored techniques to avoid conflict arising
- discovered how to deal more assertively with difficult situations to help resolve them
- examined the effect of stress on communication and explored how to deal with this
Who should attend?
Frontline staff working in the academic sector.
Programme
- Overview of the situation - team and organisational approaches.
Methods? input, and discussion
- Introduction to stress and the effects on dealing with people
Methods? input, exercises and discussion
- An overview of communication skills
Methods? input, exercises and discussion
- Approaches to dealing with difficult users and problem situations Methods? inputs and discussion
Methods? input, exercises and discussion, continued
Places are limited to: 18
9.30 Registration and coffee - 10.00 Start - 1.00 Lunch - 5.00 Close
Course leader: Peter Firkin
Fees
CILIP personal members: £185 plus VAT £217.38
CILIP organisation members: £225 plus VAT £264.38
Non members: £265 plus VAT £311.38