CILIP | Dealing with difficult situations in public libraries

16 June 2008, London

It is little wonder that there are often pressurised situations to deal with in public libraries – given that more people are using the public library as services expand, while staffing levels often remain static.

You may be familiar with disputes, disagreements and disruptive events in your work. How you deal with these situations can seriously affect whether you achieve a suitable outcome.

Benefits of attending:
The day will help participants deal more effectively with users who are angry or upset and will play a vital role in reducing stress levels at work, increasing confidence and providing a smooth and professional service.

By the end of the course participants will:

be able to recognise the signals for difficult behaviour – including non verbal signs
have practised techniques to avoid conflict arising
deal more assertively with difficult situations to help resolve them
recognise the effect of stress on communication and understand how to deal with this

Who should attend?
All library and information staff who have a public facing role.

Programme

Introduction to stress and the effects on dealing with people
Methods – input, exercises and discussion
An overview of communication skills
Approaches to dealing with difficult users and problem

Places are limited to: 20

9.30 Registration and coffee - 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

Updated: 09 May 2008