“In this whirlwind society, it’s easy to take our patrons for granted – after all, where else can they go, right? Wrong, of course! These days there are many library “competitors” and it’s important to the health of our libraries to make sure we are not only a resource for our communities, but also a welcome respite from the bad news that seems to be coming at them from every angle.

Part 1 will start with the “basics” – Back to Basics – Polishing Your E-mail, Voice Mail, and Telephone Etiquette – which will help us understand the importance of being professional in all of our communications. You would think that in this age of constant communication – with cell phones, land lines, beepers, pagers, texting, IM-ing (??), chat rooms, et al – that we would all be experts at communicating effectively. And yet…

With more than 20 tips to get you thinking about how your communications are perceived, this fun and fast-moving session will give you an opportunity to refresh your telephone etiquette, learn easy ways to improve your email, polish your voice mail communications, and improve your face-to-face interactions.

We’ll discuss What They Love to Hear – and Things You Should Never Say!, discovering words and phrases that will make your patrons happy and those that will send them over the edge! Our work environment is much more pleasant to be in when people feel valued and appreciated – not only our patrons, but also our co-workers – and guess what? They’re our customers, too!

Linda Bruno ~ Biography

Linda has been developing and conducting training seminars for more than ten years. Certified with Development Dimensions International and Achieve Global, she also offers her own workshops on Customer Service, Supervisory Skills, Personalities, Organizational Skills, Effective Communication, Returning Balance to Your Life, and many other topics.”

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