Mary Puhr - Professional Development Coordinator
Mid-America Library Alliance
marypuhr@mid-americalibraryalliance.org
816-521-7257
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Description:
Dealing with library users can range from great pleasure to call the cops! What most people don't realize is that the details of their communication style - the look on their faces, the tone of their voices, the words they use, and even how fast or slow they talk - can have a great impact on the behavior of others. Learn some of the secrets that professional communicators use to feel more confident and competent, to show respect, to keep calm, and to stay productive, even when the library user is not at their best. Topics include developing a "performance" state, investing in relationships with teens and families, practicing what to say and how to say it, mistakes we all make, and what can be done behind the scenes to support front line work.
Objectives
Presenter:
Pat Wagner has worked as a consultant and trainer for libraries for over 30 years. She also was a book store manager and, for ten years, was a popular columnist and consultant for a national retail store magazine, where she researched and wrote on issues that impact libraries as well. She is one of our most popular speakers who brings wit, humor and practical know-how to all of her presentations.
Cost:
Each registration entitles the registrant only to access the webcast. Registrations may not be shared in any way or viewed in a group setting. You may not broadcast or redistribute in any way without prior approval from the Mid-America Library Alliance. That includes, but is not limited to, displaying webcast via projector, large screen tv, or overhead projector.
MALA Webcast Billing/Refund/Credit Policy: We prefer all webcasts to be prepaid. If you prefer to be billed, there is a $5 charge for this service. |