A training session for public library staff: Managing Difficult Situations in Public Libraries
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10/05/2022
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When:
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Tuesday 10 May 2022
10am-1pm
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Where:
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Online using Zoom
United Kingdom
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Presenter:
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Mel Ibbitson
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Contact:
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Jill Howard
jill.howard@cilip.org.uk
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Online registration is closed.
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Managing difficult situations in public librariesA CILIP Training Session for Staff Working in Public LibrariesOnline, Half-Day Course
10 May 2022 10am-1pm
This important session looks at how to detect, diffuse and deliver customer service when faced with challenging situations in the library. It also considers the important area of how to stay safe and ensure security. It is available for CILIP members and non-members who work in public libraries to attend for a fee. It is likely that most delegates will be staff from public libraries run by GLL. Learning Objectives
- Understand the fundamentals and importance of customer service
- Learn how to detect and diffuse difficult situations
- Techniques for delivering excellent customer service in challenging situations
- Manage the library environment to enhance the experience of all users
- Feel confident to approach difficult issues professionally and courteously
Trainer: Mel IbbitsonProfessional Knowledge and Skills Base (PKSB)
This course supports the following area of the PKSB: 10.1 Customer service skills
11.8 Reflective practice
13.6 Communication skills Venue: Online using Zoom
The course is hosted through our online video conference system. This software is optimal for audience participation and provides free, accessible and remote access. Delegates will be sent details of the Zoom link as part of their joining instructions.
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