Don't Eat the Red Frog!
@University Park Branch 
Jacksonville Public Library (11/27/18)

Some library customers are like the Red Poison Dart Frog of Central and South America. Their behaviors are toxic and poisonous! The good news is that you can choose to not let them ruin your day or poison your “service attitude” with their venom. And by using a few proven techniques and questions some of these Red Frog patrons could actually leave feeling better! 

Don’t Eat the Red Frog is an interactive and fun-filled session with information, videos and experiences that you’ll be using to more effectively handle your angry and difficult customers when you return to work!

Participants will learn and begin to master:

• Using the E+R=O technique to reduce stress and improve their response to situations they can or cannot control
• 3 powerful techniques for not taking things the angry customers says or does personally
• When to handle an angry customer with emotional responses and when to use logical responses
• Much more!

Trainer: Andrew Sanderbeck, People Connect Institute

Andrew has been developing and conducting training seminars for libraries and library organizations for more than fifteen years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world. He is the author of two books and over 50 webinars.

Cost: NEFLIN classes are free of charge for Florida library staff.  Registration is required for all classes and NEFLIN members get priority.