GLL Training 2023 Managing difficult situations in public librariesTuesday 21 March 2023; 10.00 - 13.00This important session looks at how to deliver customer service when faced with challenging situations in the library. It is designed for all staff working in public libraries seeking to develop or improve their skills in dealing with difficult situations.
By the end of the session, you will feel more confident when dealing with any challenging situation you may be faced with. You will come away with lots of tips and techniques to help you react calmly and stay in control.
You will learn how to communicate clearly with customers so that everyone understands what is and isn’t acceptable in the library. You will be able to recognise a difficult situation quickly and defuse it at an early stage so that it doesn’t escalate. You will also know what to do when you need to de-escalate a dangerous or aggressive situation that blows up without warning. Please note: The delegates on this training will mainly be staff who work in libraries from GLL partnership authorities: Lincolnshire and Dudley and the London boroughs of Bromley, Greenwich and Wandsworth, . Learning Objectives:
- be able to approach difficult situations confidently and professionally
- have techniques for noticing a potentially difficult situation and defusing it
- know how to de-escalate an aggressive situation
- be able to manage the library environment to enhance the experience of all users
Trainer: Melanie Ibbitson
Melanie began her career working in the housing and homelessness sector for 7 years, in night shelters, day centres, hostels and later as a housing officer in a Manchester Council housing office. She left housing to study for an MSc in Public Health, completed in 1994, and has been working as a trainer since.
Between 1994 and 2000 Melanie was employed by Bolton NHS Trust to deliver training sessions to hospital and community staff on a range of subjects including HIV Awareness and sexual health, women’s health, and drug and alcohol awareness.
In 2000 Melanie left the NHS and set up The Training House. She’s the owner of the company and delivers much of the training herself as well as having a number of Associate Trainers. The Training House delivers training courses on a wide range of areas to the statutory and voluntary sectors including:
De-escalation Skills
Customer Care
Assertive Communication
Managing Difficult Conversations
Leading a Team
Time Management
Managing Complaints
Running Meetings
Wellbeing/Handling Stress
Customers this year have included Yorkshire Housing, Manchester City Council, Great Places Housing, Leeds Women’s Aid, MSV Housing, Shelter, Bury Council, Ribble Valley Council and Hope Citadel Healthcare (Health Centre Consortium)
In her spare time Melanie enjoys yoga, reading, walking, and creative writing. Professional 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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