Contact
Mary Puhr - Professional Development CoordinatorMid-America Library Alliance
816-521-7257
marypuhr@mid-americalibraryalliance.org
Where
Kansas City KS Public Library - West Wyandotte1737 N. 82nd St.
Kansas City, KS 66112
Driving Directions
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Problem Solving and Communication for the Front Line Professional
When
Friday June 10, 2016 from 9:30 AM to 4:00 PM CDT
Add to Calendar
Registration closes Wednesday, June 8, 2016.
This workshop will discuss ways to help those front line library staff to problem solve on the job and communicate with all patrons. Here are a few things that may be touched on throughout the day.
Problem Solving:
- Difference between fun, familiar and professional
- Empowerment
- How to disengage yourself from a clingy patron
- How to say no to patrons
- How to set priorities when phone and people are wanting things at the same time
- How to work as a team with others on the front line staff
- Knowing when to jump in to help a colleague who is floundering (same with a supervisor)
- Over familiarity with patrons/students/employers
- Policies of your particular library and your boundaries – example - some student assistants are not allowed to answer reference questions
- What people’s roles are in your library
- When to contact your supervisor
- When to say no to patrons
- When to walk away
Communication:
- Body language
- Communicating clearly and concisely
- Don’t overshare every little process with customers
- How to get all the essential information when taking a message on the phone or in person
- How to professionally cut-off a conversation with customer or colleague
- How to rephrase to communicate effectively
- How to start a conversation
- How to start a conversation
- Listening
- Phone and email etiquette
When doing chat reference how to stall while you get to them such as –
Follow the steps -
- Say hello and let them know you are there
- I am reading your question
- I am researching your question
Make all answers short and to the point – have them walk through process with you
Cost:
- MALA Member: $65.00
- Non-Member: $130.00
MALA Workshop Billing/Refund/Credit Policy:
We prefer all workshops to be prepaid or paid at the door. If you prefer to be billed, please add $5. Full refunds or credits are available for cancellations made a minimum of seven (7) days prior to the workshop date less a $5 administrative fee. You can transfer to another workshop a minimum of seven (7) days prior to the workshop date with no administrative fee. Cancellations made less than seven (7) days prior to the workshop date receive no refund or credit and you or your organization will be billed. No shows are billed to you or your organization.