[Libs-Or] Registration Now Open for Two Workshops

[Darci Hanning]

Brought to you by our friends from the Washington State Library, registration is now open for the following classes:
Disability Language and Etiquette for Libraries
Become more comfortable interacting with patrons who have disabilities. Learn about all types of disabilities, from physical to psychiatric to the basics regarding service animals. There will be a brief segment on the basics of physical accessibility (restrooms, accessible parking, entry ways, etc). This class is 4 hours so lunch is not included. Most libraries will provide coffee/tea and light refreshments. Register here<http://www.sos.wa.gov/library/libraries/training/trainingView.aspx?event=2448&audience=state>.

*         3/12/15, 9:00am-1:00pm, Spokane County Library System, North Spokane Branch

*         3/25/15, 9:00am-1:00pm, Ritzville Public Library

*         4/21/15, 10:00am-2:00pm, North Central Regional Library Distribution Center, Wenatchee (*Lunch is provided by NCRL for this training only, not different time)

*         5/7/15, 9:00am-1:00pm, Whatcom County Library Processing and Administrative Office

*         6/2/15, 9:00am-1:00pm, Richland Public Library

*         6/16/15, 9:00am-1:00pm, King County Library System Service Center, Issaquah

*         6/18/15, 9:00am-1:00pm, Spokane Public Library, Downtown Branch

*         7/7/15, 9:00am-1:00pm, Fort Vancouver Regional Library System, Goldendale Branch

*         7/28/15, 9:00am-1:00pm, Fort Vancouver Regional Library System Headquarters, Vancouver

*         8/18/15, 9:00am-1:00pm, Washington Talking Book and Braille Library

*         8/25/15, 9:00am-1:00pm, San Juan Island Library

Communication and Customer Service
Effective communication skills are critical when delivering excellent customer service. Whether the interaction is primarily one involving information exchange, resolving challenging situations and/or dealing with a hostile customer, your positive attitude, "presence", communication and customer skills are essential.

During this workshop, the following objectives will be met:

*      Participants will be able to identify the core principles of customer service

*      Participants will be able to identify internal and external customers and stakeholders.

*      Participants will be able to articulate and demonstrate basic communication skills

*      Participants will be able to list how telephone customer service communication skills/delivery are unique

*      Participants will be able to use strategies to engage and de-escalate the hostile or angry customer

*      Participants will be able to identify strategies where customer service interactions can be evaluated
Presented by Cyndi Schaeffer. Lunch and light refreshments provided. Register here<http://www.sos.wa.gov/library/libraries/training/trainingView.aspx?event=2444&audience=lib>.

*      3/24/15, 9:00am-3:30pm, Whitman County Library, Colfax

*      4/23/15, 9:00am-3:30pm, Fort Vancouver Regional Library Headquarters, Vancouver

*      5/5/15, 9:00am-3:30pm, Anacortes Public Library

*      5/12/15, 9:00am-3:00pm, North Central Regional Library Distribution Center, Wenatchee

*      5/13/15, 9:00am-3:30pm, Mid-Columbia Library System, Kennewick Branch

*      5/19/15, 9:00am-3:30pm, King County Library System Service Center, Issaquah

*      5/28/15, 9:00am-3:30pm, Bellingham Public Library

*      6/4/15, 9:00am-3:30pm, Washington Talking Book and Braille Library

Jennifer Fenton
ALA LEARN RT President, 2014-2015

CE/Training Coordinator
Washington State Library
360.570.5571
jennifer.fenton at sos.wa.gov<mailto:jennifer.fenton at sos.wa.gov>


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