This half-day workshop is designed to raise your confidence in face-to-face interactions with library users. It covers theory and practice in skills for assertive and appropriate behaviour towards library users. There will be discussions, exercises and theory to explain and illustrate why certain strategies work better than others; exchanges of experience are encouraged. Trainer Sheila Ritchie has worked in LIS for many years. She trains people in personal and interpersonal skills using practical and transferable methods.

Programme
09.30 Welcome, coffee and introduction
Course objectives and current issues Participants’ jobs: the good and the not-so-easy What do customers want and need?
What is bad and good service?
10.45 Break
11.00 Assertive behaviour and how it aids communication. Dealing with typical counter situations well
12.30 Workshop ends.

Pre-course Preparation
Please write notes on some of the customer service situations you have experienced. This material will be used as real examples on the workshop.

Venue: Cayley Room, London Mathematical Society, De Morgan House, 57-58 Russell Square, London WC1B 4HS

To book a place please use our online booking form or email the administrator via cpd25@lse.ac.uk

Cost: £85 for CPD25 members, and £115 for other institutions, including refreshments.

Please note that there are limited places available for this event.

Cancellations less than one week before the event will be charged a 50% cancellation fee. In the event of a ‘no-show’ on the day, the full fee will be charged.