Providing Great Library Service With Skill and Empathy

This 90-minute webinar session with Steve provides realistic and practical tools to help all library employees with patron-contact jobs to better deal with entitled, difficult or even angry people, over the counter or over the phone. Steve uses his background in HR, security, and law enforcement to teach this program in a fast, entertaining, and even humorous way. Steve is …

Getting to Yes

This workshop is intended to help staff break free from saying “No” to patrons as a general rule, and to get to the “Yes” in every transaction. We’ll explore our mental models of customers, our jobs and the mission of the library. We’ll practice seeing things from the patron’s perspective and then use the groups creativity and experience to create …